Front Office Customer Service Administrator

Key Responsibilities

Customer interaction and support

Assist walk-in customers, patients, and visitors in a courteous and professional manner.

Answer incoming calls and respond to emails, resolving inquiries related to products, orders, or appointments.

Provide product information and support to patients and healthcare professionals regarding orthopedic and rehabilitation items.

Explain features, benefits, and usage of commonly sold items.

Offer brochures or digital materials when needed.

Assist customers with placing orders or checking on order status.

Coordinate with the sales or warehouse team to confirm stock availability.

Process point-of-sale transactions, including cash, credit, and insurance billing if applicable.

Coordinate appointments and manage scheduling systems for fittings or consultations.

Support to sales and marketing teams

Liaise with internal departments such as Sales, Logistics, and Clinical Services to ensure smooth communication and follow-up.

Prepare documents for sales reps, clinicians, or technicians as needed.

Track and follow up on backorders or special requests.

Outbound sales calls

Conduct outbound calls to prospective customers e.g., clinics, hospitals, physiotherapists, mobility shops, pharmacies, and end users.

Follow up on marketing campaigns, website leads, referrals, and previous client interactions.

Present, promote, and sell orthopedic and rehabilitation products.

Customers’ Feedback

Proactively collect feedback from customers through surveys, phone calls, follow-up emails, or in-person conversations.

Distribute satisfaction surveys after service interactions, product purchases, or appointments.

Encourage customers to share both positive and negative experiences to gain balanced insights.

Record all customer feedback on CRM system.

Categorize feedback by type (e.g., product quality, service experience, delivery, pricing, staff professionalism).

Tag urgent or actionable feedback for escalation to the relevant departments.

Analyze feedback data to identify common themes, issues, and customer expectations.

Prepare weekly or monthly feedback reports highlighting trends, service gaps, and areas for improvement.

Share insights with management, sales, and operations teams.

Contact customers when follow-up is needed (e.g., after complaints or suggestions.

Re-engage dissatisfied customers to rebuild trust and loyalty.

Collaborate with internal departments to implement changes based on recurring feedback themes.

Customer complaints resolution

Receive complaints via in-person visits, phone calls, emails, or online channels.

Listen actively and document all relevant details of the customer’s issue.

Ensure accurate logging of complaints into the complaints management system or CRM.

Attempt to resolve low-level or front-line complaints immediately and effectively.

Escalate complex, clinical, or product-specific issues to the appropriate internal department (e.g., technical support, sales, clinical team).

Industries:Human Resources

Function: Others