AAA Medical Networks Hiring! Full Time Customer Service Executive in Selangor, Earn up to MYR 3,500 - Ricebowl

CUSTOMER SERVICE EXECUTIVE

NextMed Clinic Group

Job Summary

We are looking for a friendly, responsible and results-oriented Customer Service Executive to manage patient enquiries, appointments and follow-ups across WhatsApp, phone calls and other communication channels.

This role is not only about replying to messages. The Customer Service Executive is responsible for providing a professional patient experience while actively helping to convert enquiries into booked appointments and improve patient attendance.

Key Responsibilities1. Patient Enquiries & Customer Service

• Respond promptly and professionally to enquiries through WhatsApp, phone calls, Facebook, Instagram and other assigned channels.
• Understand the patient's main concerns and recommend the appropriate consultation or clinic service.
• Explain basic information about treatments, promotions, consultation fees, clinic locations and appointment availability.
• Communicate in a friendly, empathetic and professional manner.
• Escalate medical questions to the doctor or appropriate clinic team instead of providing medical advice.

2. Appointment Booking & Conversion

• Convert incoming enquiries and marketing leads into confirmed appointments.
• Proactively guide interested patients toward booking a consultation.
• Contact leads who enquire but do not immediately make an appointment.
• Follow up on incomplete conversations and undecided enquiries.
• Record the patient's preferred branch, treatment interest and appointment details accurately.
• Work toward monthly appointment and conversion targets.

3. WhatsApp & Lead Management

• Manage assigned WhatsApp enquiries systematically.
• Ensure new leads are attended to promptly.
• Categorise leads according to status, such as:
• New enquiry
• Contacted
• Interested
• Appointment booked
• No response
• Follow-up required
• Not interested
• Ensure no genuine lead is forgotten or left unattended.
• Update lead information in the company's CRM/dashboard where applicable.

4. Appointment Confirmation & Show-Up

• Send appointment confirmations and reminders.
• Follow up with patients before their scheduled appointments.
• Contact patients who cancel or request to reschedule.
• Follow up appropriately with patients who do not show up.
• Work with branch teams to improve appointment show-up rates.

5. Patient Follow-Up

• Conduct post-enquiry and appointment follow-ups according to company SOP.
• Follow up with previous patients when assigned for reviews, repeat treatments or ongoing programmes.
• Assist with birthday, VIP, inactive-patient or promotional follow-up campaigns when required.
• Maintain good relationships with existing patients to encourage retention.

6. Customer Feedback & Complaints

• Handle patient feedback calmly and professionally.
• Record complaints accurately.
• Escalate clinical complaints, serious dissatisfaction or sensitive matters to the appropriate manager or doctor.
• Follow up until the matter has been properly handed over or resolved.

7. Reporting & Performance

Maintain accurate records and provide reports on:

• Number of new enquiries
• Leads contacted
• Appointments booked
• Booking conversion rate
• Appointment show-up rate
• Follow-ups completed
• No-response leads
• Lost leads and reasons
• Lead source where available

Provide feedback to management and marketing on common patient questions, objections and reasons why leads are not converting.

KPI

Performance will be evaluated based on:

1. Response Time
New enquiries should be attended to promptly during working hours.

2. Lead Follow-Up Rate
All assigned leads must have proper follow-up and documented status.

3. Booking Conversion Rate
Percentage of qualified enquiries successfully converted into appointments.

4. Show-Up Rate
Percentage of booked patients who attend their appointments.

5. Lead Recovery
Ability to re-engage undecided, inactive or previously unresponsive leads.

6. Data Accuracy
Proper documentation of patient details, lead source, treatment interest and appointment status.

7. Customer Service Quality
Professional communication, patient feedback and complaint handling.

Requirements

• Minimum SPM/Diploma or equivalent.
• Previous experience in customer service, telesales, telemarketing, healthcare, beauty or aesthetic industry is an advantage.
• Comfortable communicating through WhatsApp and telephone.
• Good communication and interpersonal skills.
• Able to follow up persistently without being overly aggressive.
• Comfortable working with appointment and conversion targets.
• Basic computer skills and ability to use CRM or online systems.
• Good organisational and follow-up skills.
• Able to work independently and as part of a team.
• Mandarin-speaking candidates are an advantage due to communication with Mandarin-speaking patients.

Preferred Candidate

We are looking for someone who is:

• Friendly and approachable
• Patient and empathetic
• Fast in responding
• Organised with follow-ups
• Comfortable talking to customers
• Sales and conversion oriented
• Responsible for their assigned leads
• Able to handle rejection professionally
• Willing to learn about aesthetic and healthcare services

Important Role Principle

Every enquiry is a potential patient.

The Customer Service Executive should not simply answer questions and wait for the patient to respond.

The objective is to understand the patient's concern, build trust, provide the correct information, address reasonable objections and guide suitable patients toward booking and attending a consultation.

At the same time, the Customer Service Executive must maintain professional boundaries and must not diagnose medical conditions or make treatment guarantees.

Pay: RM1,800.00 - RM3,500.00 per month

Work Location: In person