Customer Service Associate
Job Summary
As a Customer Service Officer, you serve as the primary point of contact for users of our health-tech medical devices. You will provide high-touch support in a premium retail showroom environment, guiding users through product setup and troubleshooting. Additionally, you will coordinate logistics for homecare leasing programs while maintaining high standards of data privacy and patient care.
Responsibilities
- Handle multi-channel customer inquiries and product troubleshooting.
- Manage after-sales service, warranties, and CRM documentation.
- Maintain showroom environment and conduct product demonstrations.
- Coordinate healthcare equipment rentals and delivery logistics.
- Ensure compliance with PDPA data privacy regulations.
Required Skills
- 1-3 years experience in frontline service or retail.
- Strong technical aptitude for medical apps and hardware.
- Excellent English communication and interpersonal skills.
- Ability to work 5.5-day work week including weekends.
- High emotional intelligence and empathy for elderly users.
Job Details
Role Purpose: As a Customer Service Officer, you are the vital bridge between our cutting-edge health-tech solutions and our valued users. Operating out of our premium retail showroom/experience centers, you will provide empathetic, high-touch frontline support, guide users (especially the elderly) through product setups, and manage vital logistics for our homecare leasing programs.
Key Responsibilities:
1. Customer Support & Inquiry Management
- Multi-Channel Frontline Care: Handle customer inquiries with warmth, professionalism, and patience across phone, email, WhatsApp, and in-person showroom walk-ins.
- Product & Technical Guidance: Provide clear, accessible troubleshooting and guidance on BUZUD medical devices (e.g., explaining CGMS sensor synchronization or blood oxygen metrics).
- After-Sales Service: Seamlessly process product orders, handle warranty registrations, coordinate exchanges, and address returns according to company policies.
- CRM Management: Meticulously document customer interactions, issue resolutions, and feedback in the Customer Relationship Management (CRM) system to build long-term trust.
2. Retail Operations & Showroom Experience
- Premium Environment: Maintain a clean, welcoming, and premium showroom floor that aligns with BUZUD’s high-end brand standards.
- Live Demonstrations: Conduct hands-on walkthroughs for existing users to help them connect devices to mobile health applications and calibrate hardware.
- Inventory Control: Monitor retail floor stock levels, safely manage display units, and coordinate timely replenishment from the stockroom.
3. Care Coordination & Administration
- B2B & Public Liaison: Coordinate oxygen concentrator rentals and delivery/collection schedules with hospitals, families (next-of-kin), and local partners.
- Cross-Functional Collaboration: Partner with the Sales, Operations, and Technical Support teams to escalate and resolve complex device or software issues.
- Transactional Duties: Smoothly operate the Point-of-Sale (POS) system for retail transactions and manage simple daily administrative data.
4. Compliance & Integrity
- Data Privacy: Strictly enforce Personal Data Protection Act (PDPA) regulations when handling sensitive patient profiles and personal medical information.
- Proactive Advisory: Spot organic opportunities to advise clients on relevant consumables or health accessories to optimize device utility.
Requirements & Qualifications:
- Education: Diploma or Degree in Business, Hospitality, Healthcare Management, or a related field.
- Experience: 1 to 3 years of experience in high-touch frontline customer service, retail sales, or hospitality. Prior experience in a healthcare setup, consumer tech retail, or medical device environment is highly preferred.
- Tech-Savviness: Highly comfortable learning, utilizing, and explaining mobile health apps and smart medical hardware to users who may not be naturally tech-literate.
- Communication Skills: Excellent interpersonal skills. Fluency in written and spoken English is required; conversational proficiency in a second language (e.g., Mandarin, Malay, or local dialects) is a significant advantage.
- Work Schedule: Ability to work a 5.5-day work week, which includes working one weekend day (Saturday or Sunday) based on retail shift rosters.
- Core Attributes: High emotional intelligence, deep empathy for patients/elderly users, excellent active listening skills, and the resilience to remain calm under pressure.