About MedEx
MedEx is a leading digital healthcare company headquartered in Bangkok, Thailand. We are proudly promoted by the Thailand Board of Investment (BOI) and supported by the National Innovation Agency (NIA). In collaboration with JCI-accredited hospitals, a growing network of clinics, laboratories, and medical facilities, MedEx delivers advanced and accessible healthcare services through a robust digital platform. Our mission is to revolutionize healthcare accessibility, precision, and quality across Southeast Asia and beyond.
Position Overview
MedEx is seeking a dedicated and patient-focused Customer Service Executive to support the Company's customer service operations across its digital healthcare platform, clinics, and healthcare services. The successful candidate will be responsible for handling customer inquiries, resolving complaints, coordinating with internal departments, and delivering a positive patient experience that reflects MedEx's commitment to accessible and high-quality healthcare.
Key Roles and Responsibilities:
- Respond to customer inquiries and provide accurate information across phone, email, live chat, social media, messaging platforms, and other communication channels.
- Handle customer complaints, escalations, and service recovery in a timely and professional manner, escalating complex cases to the supervisor/manager as needed.
- Support patients with appointment scheduling, healthcare inquiries, and post-service follow-up.
- Coordinate with Clinics, Doctors, Nurses, Laboratories, Operations, and Sales teams to ensure smooth service delivery.
- Maintain accurate records of customer interactions using CRM systems and ticketing tools.
- Meet individual performance targets, including response time, resolution rate, and customer satisfaction (CSAT).
- Gather and report customer feedback to help identify service improvement opportunities.
- Follow Company SOPs, service standards, and communication guidelines.
- Ensure compliance with healthcare regulations, patient confidentiality requirements, PDPA, and Company policies.
- Support international patients by providing high-quality communication throughout their healthcare journey.
- Perform other duties and responsibilities assigned by the Company that are related to the position or necessary for the Company's business operations.
Minimum Qualifications and Requirements:
- Bachelor's degree in Business Administration, Customer Service, Hospitality Management, Healthcare Administration, Communications, or a related field.
- Minimum of 1–2 years of experience in customer service, call center operations, healthcare services, hospitality, or related industries.
- Familiarity with CRM systems, customer support platforms, or ticketing systems is an advantage.
- Strong communication, interpersonal, and problem-solving skills.
- Ability to handle multiple customer inquiries in a fast-paced, multicultural, and technology-driven environment.
- Fluent in English; proficiency in Thai is highly preferred. Additional languages are an advantage.
- Experience in healthcare, medical tourism, digital platforms, or technology companies is a plus.
What We Offer:
- Thai Visa and Work Permit for foreigner
- Opportunity to be part of customer experience initiatives at one of Thailand's fastest-growing digital healthcare companies.
- Work with a multidisciplinary team to improve healthcare accessibility and patient experience.
- Competitive compensation package with performance-based incentives.
- Dynamic, innovative, and patient-centered work environment.
- Opportunities for professional development and career advancement.
How to Apply: Interested candidates are invited to send their CV to [Confidential Information]. Only shortlisted candidates will be contacted. Visit https://medex.co for more information
