Customer Service Officer

Workplace Circumstances

• Environment: Office
• Languages: English, Khmer
• Location: Phnom Penh

Position Summary

Working Schedule: Monday–Friday

Serena Clinic is seeking a friendly, empathetic, and responsible Customer Service Officer to assist patients, coordinate appointments, and follow up on patients’ well-being to ensure a positive and supportive patient experience.

Duties & Responsibilities

• Respond to patient inquiries through telephone, Telegram, social media, and other official channels.
• Provide information about clinic services, fees, and appointment procedures.
• Schedule, confirm, and follow up on patient appointments.
• Make follow-up calls after appointments to check on patients’ general well-being and service experience.
• Listen to patient concerns, handle complaints professionally, and coordinate with relevant departments.
• Record follow-up outcomes and maintain accurate patient information.
• Refer medical questions or concerns about patients’ conditions to qualified healthcare professionals.
• Maintain patient confidentiality and follow clinic policies and procedures.

Languages

• Khmer - Good
• English - Good

Qualifications

• Bachelor's Degree in Business Administration, Communication, Management, or a related field is preferred

General & Technical Skills

• Previous experience in customer service or healthcare is an advantage.
• Good communication and interpersonal skills in Khmer; English proficiency is an advantage.
• Basic computer skills and familiarity with Microsoft Office and social media communication.

Soft Skills

• Empathetic, patient, organized, and able to handle complaints professionally.
• Responsible and committed to patient confidentiality.