Call Center and Email Coordinator

Job Purpose:

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.

Key Responsibilities:

●     Premium Guest Relations: Welcome and assist patients, guests, and prospects exclusively in accordance with the company’s luxury service standards and Standard Operating Procedures (SOPs) across all communication channels, including telephone, email, and digital platforms.

●     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.

Qualifications:

●     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).