Assistant Manager, Customer Service

Job Description:

1. Manage the information counter:

To assist in training and supporting information counter staff to deliver accurate and helpful information to patients and visitors.
To ensure that all customers enquiries and feedbacks are promptly looked at and addressed to.
To ensure that staffs comply with the basic customer service courtesy protocol – greetings, smile, eye contact and to address to customers appropriately.
To work with the Manager to enhance the system to promote better and more efficient service towards customers.
To ensure sufficient staffing to support daily operation and allocate appropriate resources accordingly.
To maintain up-to-date knowledge of hospital services, facilities, and directions to provide accurate information.

2. Handling of Customers’ Concern / Complaint:

To address to all customers’ feedbacks promptly and professionally.
To calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstandings.
To arrange for ad-hoc meetings by coordinating between the relevant departments’ HOD/TL to attend to the complainant.
To log in all complaints received into the e-Customer Care system and to send interim reply letters to complainants within 1 working day upon receipt of complaint.
To work closely with the manager as well as the management team and ensure proper follow through for all complaint cases until resolution.

3. Quality Assurance:

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.
To participate in regular checking of information counter operations to ensure compliance with established protocols.

4. Gathering Patient Feedback:

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 demeanor while encouraging them to provide feedback on their experiences.
To distribute feedback forms to patients consistently, ensuring that they understand the purpose of the forms and the significance of their input in improving services.
To offer guidance to patients in completing feedback forms, addressing any questions or concerns they may have.
To maintain a log of all feedback forms collected, recording the date, patient information, and nature of feedback provided.
To ensure that feedback forms are available and accessible in various hospital areas, such as waiting rooms, patient rooms, and online platforms.
To provide regular reports on patient feedback to the Manager, highlighting both positive experiences and areas of concern.
To ensure that all feedback is treated confidentially and with sensitivity, maintaining patients' privacy and trust.

Job Requirement:

- Experience in Customer Service or in the Hospitality industry.
Computer literate (especially in Microsoft Office i.e.: Word, Excel and Power point).
- Excellent communications skills (English, Bahasa & Mandarin), compassionate, empathy. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
- Ability to work under pressure.
- Effective decision-making and problem solving skills.