Skills:

Customer Relationship Management (CRM)

Job type:

Full-time

• To act as the primary point of contact and brand ambassador for BDMS Wellness Clinic, delivering an exceptional, seamless, and world-class customer experience. The role is responsible for handling multi-channel communications (Telephone, Email, and Digital Platforms), managing patient inquiries, and providing accurate information with the highest standards of hospitality and professionalism.
• Premium Guest Relations: Welcome and assist patients, guests, and prospects exclusively in accordance with the company's luxury service standards and Standard Operating ...
• Inquiry & Package Management: Efficiently manage customer inquiries by providing comprehensive and accurate information regarding BDMS Wellness Clinic's medical services, wellness products, basic packages, pricelists, current promotions, and other relevant corporate details.
• Customer Care & Complaint Resolution: Proactively address customer needs, feedback, and complaints with a solution-oriented mindset. Resolve issues promptly, professionally, and empathetically, ensuring customers feel supported, valued, and respected.
• Relationship Building: Build and maintain lasting, trust-based relationships with patients, clients, and internal team members to foster loyalty and ensure service continuity.
• CRM & Data Utilization: Efficiently utilize internal software, databases, standard scripts, and customer relationship management (CRM) tools to maintain accurate records and optimize workflow.
• Performance Excellence: Strive to consistently meet and exceed contact center Key Performance Indicators (KPIs) and service metrics while maintaining a high quality of customer experience.
• Sales Support & Booking: Actively drive sales leads by processing bookings and making personalized recommendations for products or services that align with the specific health and wellness needs of the client.
• Reporting & Compliance: Complete daily checklists and care center reports accurately. Escalate incidents, critical cases, or any customer experience issues to the direct supervisor in a timely manner. Adhere strictly to all company policies, compliance regulations, and data privacy standards (e.g., PDPA).
• Interdepartmental Collaboration: Maintain open, effective communication within the team and collaborate seamlessly with other departments to provide necessary cross-functional support.
• Professional Development: Actively participate in mandatory training sessions, workshops, and educational courses as assigned to continually upscale service skills and medical product knowledge.
• Ad-hoc Duties: Perform any other duties and special projects as assigned by supervisors or management.
• Education & Experience: Bachelor's degree in Hospitality, Tourism, Communications, Business Administration, or a related field. Prior experience in a luxury hospitality, premium contact center, or medical wellness environment is highly advantageous.
• Communication Skills: Exceptional verbal and written communication skills. Possess a professional, clear, and reassuring tone of voice with excellent listening skills.
• Service Mindset: A bright, service-oriented attitude with an outgoing personality and strong interpersonal skills to work effectively within a multicultural team.
• Adaptability & Resilience: Positive attitude, a strong willingness to learn, and high adaptability. Comfortable working in a dynamic, fast-paced environment where priorities may change.
• Task Management: Highly organized, detail-oriented, with proven multi-tasking abilities and effective prioritization skills under minimal supervision.
• Problem Solving: Proactive and solution-oriented approach to customer issues and operational challenges.
• Sales Aptitude: Comfortable interacting with diverse consumers daily and proactively following up on sales leads to convert inquiries into bookings.
• Flexibility: Flexibility in terms of working hours, with the ability to work in shifts (5 days per week, including weekends and public holidays as required).