Kerja Sepenuh Masa CUSTOMER SERVICE OFFICER, Gaji tinggi MYR 3,000 di Pet Universe Selangor - Maukerja

Job Purpose

Responsible for managing the hospital's front desk operations and providing professional customer service to customer. The role involves handling appointment bookings, customer enquiries, patient registration, payment collection, complaints and coordination between customers and the veterinary medical team. The CSO serves as the first point of contact for customers and plays an important role in ensuring a smooth, organised and positive customer experience within the veterinary hospital.

Key Responsibilities

A. Front Desk & Customer Service Operations

• Welcome and attend to customers and their pets professionally upon arrival.
• Manage customer check-in, patient registration and appointment confirmation.
• Handle walk-in customers, telephone calls, WhatsApp messages and other communication channels.
• Provide accurate information regarding hospital services, operating hours, consultation procedures and general enquiries.
• Maintain a professional, friendly and helpful attitude when dealing with customers, including during busy periods.

B. Appointment & Patient Coordination

• Manage daily appointment bookings, rescheduling, cancellations and follow-up appointments.
• Coordinate with veterinarians and nurses regarding consultation schedules and patient waiting times.
• Monitor customer queues and ensure appointments and walk-in patients are managed systematically.
• Inform customers of consultation delays or changes in schedules where necessary.
• Assist in coordinating emergency and urgent cases by immediately alerting the veterinary medical team.
• Ensure accurate patient and customer information is recorded in the hospital's system.

C. Customer Enquiries & Communication

• Respond to customer enquiries regarding consultation fees, vaccination, surgery, hospitalisation, treatment and other veterinary services.
• Explain general hospital procedures and service information clearly without providing medical advice.
• Direct medical-related questions to the veterinarian or relevant medical personnel.
• Assist in communicating treatment updates or hospitalisation arrangements based on information provided by the veterinary team.

D. Payment, Billing & Cash Handling

• Prepare invoices and process customer payments for consultations, medication, procedures and other veterinary services.
• Handle cash, credit/debit card, online transfers and other accepted payment methods.
• Ensure all payments are accurately recorded and receipts are issued to customers.
• Perform daily cash reconciliation and report any discrepancies to the supervisor.
• Assist with payment enquiries, outstanding balances, deposits and refund procedures in accordance with hospital policies.
• Ensure proper documentation of all transactions and payment records.

E. Customer Complaints & Service Recovery

• Receive and handle customer complaints professionally, calmly and respectfully.
• Understand customer concerns and provide appropriate assistance within the scope of authority.
• Escalate medical complaints, treatment dissatisfaction, billing disputes and serious service issues to the supervisor or management.
• Coordinate with relevant departments to ensure complaints are followed up and resolved.
• Maintain proper records of customer complaints, feedback and actions taken.
• Support customer retention by maintaining positive relationships with pet owners and encouraging appropriate follow-up visits.

F. Administrative & Front Desk Management

• Maintain organised customer records, patient registration documents and appointment schedules.
• Ensure the reception area is clean, presentable and organised at all times.
• Monitor and replenish front desk stationery, forms and other necessary supplies.
• Assist with administrative tasks such as filing, data entry, document preparation and daily reports.
• Ensure customer information is handled confidentially in accordance with company policies and PDPA requirements.
• Perform other duties related to front desk and customer service operations as assigned by management.

Qualifications & Requirements

• Minimum SPM / Diploma in any relevant field.
• 1–2 years of experience in customer service, front desk, reception or administrative roles.
• Experience in veterinary clinics, hospitals, healthcare facilities or pet-related businesses will be an added advantage.
• Good communication and interpersonal skills.
• Proficient in Microsoft Office, Google Workspace and basic computer operations.
• Able to handle telephone calls, WhatsApp enquiries and customer-facing interactions.
• Good organisational skills with attention to detail.
• Able to manage multiple tasks in a fast-paced working environment.
• Basic numerical skills for billing, payment collection and cash reconciliation.
• Able to remain calm and professional when handling difficult customers.
• Willing to work on shifts, weekends and public holidays according to the hospital's roster.

Pay: RM2,000.00 - RM3,000.00 per month

Work Location: In person