Senior Customer Service

At Punam Eye Care Sdn Bhd, we believe that excellent patient care goes beyond medical treatment. Every phone call, WhatsApp message, appointment and face-to-face interaction is an opportunity to make a patient feel heard, supported and well cared for.

We are looking for an experienced and service-oriented Senior Customer Service Executive to join our team. This role is ideal for someone who genuinely enjoys helping people, takes ownership of customer concerns and wants to build a career in a professional healthcare environment.

Why Join us?

• Strategic Location- nearby LRT station

• Dental & Healthcare claims provided

• Internal and External Training

• Monthly Staff Birthday Celebration, Sports Activities, Festival Celebration, Team Building, Company Annual Event

• Company Uniform

• Appropriate Pantry Essentials: Microwave, Refrigerator, Coffee Machine, Water Purifier, Snacks

What You Will Do

• Attend to patients and enquiries via phone, WhatsApp and walk-ins professionally and efficiently.
• Manage patient registration, appointments and front-desk coordination.
• Provide accurate information on clinic services and procedures within the appropriate scope.
• Follow up on patient enquiries, appointments, feedback and service matters.
• Handle customer concerns and complaints with empathy, professionalism and appropriate escalation.
• Coordinate with doctors and internal teams to ensure smooth patient flow.
• Maintain accurate patient records and uphold strict confidentiality.
• Support and guide junior customer service/front-office team members when required.
• Identify opportunities to improve customer service and the overall patient experience.

What We're Looking For

• 3- 5 years of customer service experience, preferably in a service-oriented environment; relevant healthcare/clinic/hospital experience.
• Strong communication and interpersonal skills.
• Pleasant, patient and professional when dealing with patients.
• Able to handle challenging situations calmly and confidently.
• Organised, proactive and able to multitask in a busy environment.
• Comfortable with computers, appointment systems and Microsoft Office.
• Willing to work weekends according to the clinic's operating schedule.
• Mandarin-speaking ability is an added advantage.