**Job Title:** Online Web Chat Officer
**Company:** IHH Healthcare Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority Level:** Associate
**Years of Experience:** 4
**Company Overview:**
IHH Healthcare Berhad is one of the world's largest healthcare networks, committed to providing high-quality healthcare services across the globe. Our mission is to deliver innovative solutions and compassionate care to every patient. We value personal and professional growth, teamwork, and a commitment to excellence.
**Job Summary:**
We are seeking a passionate and reliable Online Web Chat Officer to join our team. The ideal candidate will possess exceptional communication skills and have a deep understanding of customer needs. This role entails providing high-quality assistance via our online chat systems, assisting patients and potential patients with inquiries, and offering supportive guidance in navigating our healthcare services.
**Key Responsibilities:**
- **Customer Interaction:**
- Provide prompt and courteous responses to inquiries via online chat systems, ensuring a positive customer experience.
- Address concerns, questions, and requests from patients and potential patients regarding medical services, appointment scheduling, and general healthcare information.
- Utilize chat scripts and templates while maintaining a personalized touch to foster customer relationships and satisfaction.
- **Problem-Solving:**
- Demonstrate emotional intelligence by actively listening to customers' needs and responding with empathy and efficiency.
- Resolve issues by identifying appropriate solutions and escalating matters to relevant departments when necessary.
- **Documentation and Reporting:**
- Maintain accurate records of customer interactions, issues, and resolutions through the internal systems.
- Prepare reports on chat performance metrics and customer feedback for further analysis and improvement.
- **Collaboration:**
- Work closely with healthcare professionals and other team members to streamline communication and enhance the overall patient experience.
- Participate in regular team meetings and contribute ideas for improving our chat assistance processes.
- **Continuous Improvement:**
- Stay updated on IHH Healthcare services and offerings to provide the most accurate and current information to customers.
- Engage in ongoing training sessions and professional development opportunities to enhance skills and knowledge in customer service and healthcare practices.
**Key Requirements:**
- **Education and Experience:**
- A minimum of 4 years of experience in customer service, preferably in a healthcare setting.
- Bachelor's degree in a relevant field is preferred but not mandatory.
- **Technical Skills:**
- Proficiency with online chat software and CRM systems.
- Strong computer skills, with the ability to multitask and manage several inquiries simultaneously.
- **Personality Traits:**
- Passionate about delivering exceptional customer service and improving patient experiences.
- Reliable and committed to fulfilling responsibilities.
- **Soft Skills:**
- Exceptional emotional intelligence; ability to manage interpersonal relationships judiciously and empathetically.
- Strong cooperation skills; able to work collaboratively with colleagues and other departments.
**Benefits:**
- Company equipment provided for work purposes.
- Relocation allowance for out-of-area applicants.
- Parental leave to support family growth.
**Working Environment:**
IHH Healthcare Berhad fosters a dynamic work atmosphere that emphasizes personal and professional growth. We provide opportunities for skill-building and career advancement, ensuring our employees are equipped to excel in their roles.
**Application Deadline:**
Please submit your application by October 13, 2024.
**Equal Opportunity Statement:**
IHH Healthcare Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
