About DIAG
DIAG is a leading medical laboratory system in Vietnam with over 20 years of experience in diagnostics and medical testing. We offer a wide range of testing services – from basic to advanced – to help individuals detect health issues early, proactively monitor their well-being, and make informed medical decisions.
With modern laboratories certified to ISO 15189 standards, cutting-edge automation technology, a highly experienced team of professionals, and a network of over 40 branches across Ho Chi Minh City and other provinces, DIAG delivers convenient, fast, and reliable testing experiences. In addition, our home sample collection service allows customers to easily access high-quality healthcare anytime, anywhere.
We are gradually building a smart healthcare ecosystem aimed at enhancing the quality of life and promoting proactive health management for the Vietnamese community.
Responsibilities:
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
Experience and skills requirements:
- Technical Proficiency (can understand laboratory procedures, equipment, and protocols)
- Background as Lab Technician is an advantage
Attention to detail
- Problem-Solving
- Good Time Management
- Customer Service Orientation
- Teamwork and Collaboration
- Ability to work under pressure
Available to work shifts, which may include work during evenings, weekends, and public holidays
