Customer Service Assistant / Executive / Supervisor

Job Purpose

As a Customer Service Assistant, you serve as a primary touchpoint for BUZUD’s medical technology solutions. Operating out of the showroom, you provide frontline customer care, assist users (especially seniors and caregivers) with health-tech device setups, and support showroom operations and care logistics.

Key Responsibilities

1. Customer Support & Inquiry Management

• Omnichannel Communication: Manage incoming queries via phone, WhatsApp, email, and walk-in visitors in a warm, professional manner.

• Product & Tech Guidance: Explain medical devices (e.g., Continuous Glucose Monitoring Systems [CGMS], oxygen concentrators, blood pressure monitors) and guide users through app pairing (iOS/Android) and device calibration.

• After-Sales Support: Assist with order processing, returns, exchanges, and warranty registrations.

• CRM Maintenance: Log all interactions, feedback, and support tickets accurately within the CRM system.

2. Retail Operations & Showroom Experience

• Maintain an immaculate showroom environment adhering to brand standards.

• Conduct live, hands-on product walkthroughs for customers.

• Monitor retail inventory, handle stock display, and request stock replenishment as needed.

• Process point-of-sale (POS) transactions (cash and cashless payments).

3. Care Coordination & Administration

• Coordinate equipment rentals (e.g., oxygen concentrators) and delivery/collection schedules with patients, families, and healthcare partners (e.g., AIC).

• Liaise with internal technical support, logistics, and sales teams to resolve complex cases.

4. Compliance & Advisory

• Comply strictly with PDPA (Personal Data Protection Act) regulations when handling sensitive personal health data.

• Recommend relevant accessories or consumables (e.g., test strips, sanitizers) based on customer needs.
  

  Requirements & Qualifications

  Education

  Diploma or Degree in Business, Hospitality, Healthcare Management, or related fields.

  Experience

  1–3 years in frontline retail customer service or hospitality. Prior experience in healthcare, medical devices, or consumer electronics is preferred.

  Tech Skills

  Comfortable explaining health hardware and mobile app features to non-technical users (especially elderly clients).

  Attributes

  Strong empathy, active listening, patience, and ability to handle high-touch situations calmly.