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Mô tả Công việc

The Help Desk in Lab plays a critical role in ensuring positive customer experiences by providing support, handle, and assistance to Customer – Clinic & Hospitals (C&H) for Laboratory Inquires and complaints.

1. Communication:

- Interact with External Customers (Clinic and Hospital) and Internal Department (Sales, Sales Ops) via phone - Hotline, email to address inquiries, provide information and resolve Laboratory issues in a timely and professional manner

2. Customer Support:

- Assist Customers with Product Information: Provide the Information/caution of Test, Test Value and appropriate guidance relating to procedures

- Handle Laboratory complaints: Work with various stakeholders (Lab, BO, CS, Sales) to investigate, identify the root causes, find appropriate solution and prevention

- Perform additional assigned tasks as needed

3. Documentation/Reporting:

- Maintain accurate records of customer interactions, inquiries and resolutions and follow up to ensure customer satisfaction

- Continuously evaluate and identify opportunities to contribute for the process improvements that positively impact our customers

- Point out Customer Demand, Service Gap level between Diag & Market