Operations & Client Coordinator

1. ROLE SUMMARY

The Operations & Client Coordinator is responsible for managing daily operations and ensuring exceptional client service from the first inquiry to the completion of care or equipment delivery. This role oversees client communication, scheduling, follow-up, and operational coordination, serving as the face of the company and enabling leadership to focus on growth, partnerships, and strategy.

2. STRATEGIC PURPOSE OF THE ROLE

The Operations & Client Coordinator will support the organization to:

• Deliver a seamless and professional client experience.
• Ensure timely response to inquiries and service requests.
• Maintain operational efficiency across healthcare and equipment services.
• Strengthen client trust and satisfaction through proactive communication.
• Support accurate documentation and reporting for management oversight.
• Uphold company values and protect its reputation in every interaction.
  

3. DUTIES AND RESPONSIBILITIES

A. Client Experience

• Answer phone calls and WhatsApp messages professionally.
• Respond to new inquiries within 5 minutes during working hours.
• Understand client needs and prepare quotations.
• Follow up with prospective clients and keep them informed.
• Request testimonials and referrals after successful service delivery.
  

B. Operations

• Schedule caregivers and coordinate shift changes.
• Confirm attendance and ensure care plans are followed.
• Escalate emergencies immediately.
• Maintain accurate client records.
  

C. Operations

• Receive product inquiries and prepare quotations.
• Coordinate deliveries and track inventory.
• Confirm successful deliveries.
• Handle warranty and after-sales communication.
  

D. Administration

• Maintain the CRM daily.
• File contracts and quotations.
• Keep digital records organized.
• Update operational reports and prepare weekly performance summaries.
  

E. Communication

• Serve as the first point of contact for clients, hospitals, doctors, and suppliers.
• Resolve issues quickly and respectfully.
• Escalate only decisions requiring management approval.
  

F. Standard Operating Procedure (SOP)

• Morning: Review appointments, caregiver schedules, equipment deliveries, and urgent follow-ups.
• Throughout the day: Ensure every inquiry follows the full process from quotation to feedback.
• End of day: Confirm all clients have received updates, CRM is updated, and daily report prepared for the CEO.
  

4. QUALIFICATIONS

• Diploma or Bachelor’s Degree in Business Administration, Healthcare Management, or related field.
• Minimum of 2–3 years’ experience in operations, client coordination, or customer service.
• Experience in healthcare or medical equipment services is an added advantage.
• Strong communication and organizational skills.
• Proficiency in CRM systems and Microsoft Office tools.
  

5. COMPETENCIES

• Client relationship management
• Scheduling and coordination
• CRM and record management
• Quotation and reporting preparation
• Inventory tracking and delivery coordination
• Professional communication
• Strong interpersonal skills
• Ability to multitask and prioritize
• Client-centric approach