Key Duties and Responsibilities:

Receive, follow up and resolve client queries and complaints raised in person, on email or via phone and always ensures customer satisfaction.
Comply with Quality Assurance by meeting statistical requirements and complying with quality standards by maintaining confidentiality and patients’ personal data and other information to protect the privacy of patients and integrity of the organization, ensuring the organizations’ customer service objectives.
Conduct TMR (tracking monitoring and reporting) to update clients and sample sent.
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Escalate any customer queries that they are unable to resolve.
Review requests that come in from the info email address and WhatsApp platform and re-direct those that need to be handled by another department.
Collaborate with internal teams (management) to address customers’ needs.
Identify and escalate priority issues/queries to ensure that supervisors are aware of highly dissatisfied customers.
Transferring calls to various departments dependent on the kind of assistance the caller requires.
Taking departmental meeting minutes from time to time whenever tasked by the line manager.
Monitors and manages phone check list to ensure all urgent results have been phoned through.