CUSTOMER SERVICE REPRESENTATIVE

Description

Job Summary: DAP Laboratory seeks a Customer Relationship professional to provide welcoming, prompt, and effective service, thereby enhancing customer experience and institutional reputation. Key Highlights: 1. Welcoming, prompt, and effective service to patients and referring sources 2. Enhances customer experience and institutional reputation 3. Facilitates communication and ensures alignment and efficient resolution The **DAP Laboratory** seeks a professional to work in the Customer Relationship area, ensuring welcoming, prompt, and effective service to patients and referring sources. This role is essential for strengthening customer experience, ensuring clarity of provided information, and contributing to the laboratory's institutional reputation among physicians, clinics, and partners. **Responsibilities and Duties** * Provide telephone, WhatsApp, and e\-mail support to patients, physicians, and referring sources, delivering clear information regarding tests, turnaround times, preparation requirements, and fees. * Track inquiries, questions, complaints, and suggestions, ensuring proper documentation and timely follow\-up within established deadlines. * Facilitate communication between customers and technical/administrative departments, ensuring alignment and efficient resolution of requests. * Monitor test result release timelines and proactively inform customers when necessary. * Update registration data in the system, ensuring data integrity and confidentiality. * Support customer retention initiatives and strengthen relationships with referring sources and strategic partners. * Assist in organizing internal workflows related to customer experience, proposing improvements when opportunities are identified. **Requirements and Qualifications** * Completed high school education; * Technical or undergraduate program in Administration, Communication, Hospital Management, or related fields (in progress) is considered a plus; * Intermediate Excel proficiency; * Prior customer service experience, preferably in healthcare; * Experience with laboratory information systems is considered a plus; * Basic knowledge of health insurance plans is a plus. **Desired Behavioral Profile** * Strong verbal and written communication skills; * Active listening and empathy in customer interactions; * Organization and ability to manage multiple concurrent tasks; * Commitment to deadlines and accuracy of information; * Professional, ethical, and collaborative attitude; * Mediation and conflict resolution capabilities. **Additional Information** Employment type: CLT Work schedule: 44 hours per week (Monday to Friday) Work location: Londrina/PR **Benefits** Meal allowance Transportation allowance Life insurance Health plan Dental plan Totalpass Sesc partnership Work Location Avenida Bandeirantes, Vila Ipiranga, 380, Londrina \- Paraná, 86010\-020, Brazil Benefits: * Medical assistance * Dental assistance * Life insurance * Meal allowance * Transportation allowance Work location: On\-site