AVANTA DIAGNOSTICS

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

- Technical Proficiency (can understand laboratory procedures, equipment, and protocols) - Background as Lab Technician is an advantage

- Attention to detail

- Communication skills

- Problem-Solving

- Good Time Management

- Customer Service Orientation

- Teamwork and Collaboration

- Language: Fluency in English (Speaking, listening, writing, and reading)

- Ability to work under pressure

- Available to work shifts, which may include work during evenings, weekends, and public holidays