Full time
To assist in guiding the Customer Service team to provide excellent customer care and services in achieving the corporation's objectives and mission through working with all stakeholders in ensuring customers' satisfaction and retention.
To develop and implement a systematic approach for gathering feedback from patients and their families to assess their satisfaction and overall experience within the hospital.
To engage actively with patients during their stay, demonstrating a compassionate and empathetic demeanour while encouraging them to provide feedback on their experiences.
To provide regular reports on patient feedback, highlighting both positive experiences and areas of concern.
To address all customers' feedback promptly and professionally.
To work closely with the manager as well as the management team and ensure proper follow through for all complaint cases until resolution.
To ensure that all feedback is treated confidentially and sensitively, maintaining patients' privacy and trust.
To oversee the operations of the concierge and telephone operator team to ensure high standards of service.
To address any operational issues within the concierge and telephone operator functions.
To monitor and evaluate service delivery to ensure compliance with hospital standards.
To assist in monitoring customer service standards and ensure they are met consistently.
To identify areas for improvement and support in implementing strategies to enhance customer service.
Job Requirement:
Experience in Customer Service or Hospitality industry.
Computer literate (especially in Microsoft Office, i.e., Word, Excel and PowerPoint).
Excellent communication skills (English, Bahasa Melayu & Mandarin), compassion, and empathy.
We are seeking candidates proficient in Mandarin to communicate with Mandarin-speaking clients effectively.
Ability to work under pressure.
Effective decision-making and problem-solving skills.
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