Executive, Referral Business Centre

Responsible for managing and resolving queries and orders from specialists, doctors, GPs, and existing clientele, including medical labs and hospitals, across Malaysia. This role ensures that all inquiries are addressed promptly, and orders are tracked and traced efficiently, while maintaining high standards of customer service and satisfaction.

Query Management and Order Handling:

• Manage incoming calls and inquiries from specialists, doctors in the government sector, and existing clients, providing accurate information and resolving any issues regarding lab services, test results, or procedures.
• Handle orders and requests from existing General Practitioners (GPs), ensuring prompt processing and delivery of services.
• Trace and follow up on existing orders from medical labs, hospitals, and other healthcare institutions to ensure timely delivery and issue resolution.

Customer Support and Relationship Management:

• Provide high-quality customer service, offering support in a professional, courteous, and timely manner.
• Maintain strong relationships with existing clients, including medical professionals and institutions, ensuring satisfaction and repeat business.
• Act as a liaison between healthcare professionals and laboratory staff to ensure smooth communication and service delivery.

Record-Keeping and Documentation:

• Accurately log all queries, orders, and resolutions in the call center system, ensuring all information is current and easily accessible.
• Update and maintain client profiles and order history in the system for future reference.

Problem-Solving and Issue Resolution:

• Troubleshoot issues related to test orders, results, or services, coordinating with internal teams (e.g., laboratory or logistics) to resolve them.
• Provide feedback to relevant departments on recurring issues and suggest improvements in the process.

Reporting and Analysis:

• Track key performance indicators (KPIs) such as call response times, order fulfillment status, and customer satisfaction levels.
• Provide reports on call center activities, customer feedback, and potential areas for improvement.