Customer Care Manager - Urgent Role

Reporting To: Chief Executive Officer

Position Summary:

• Manage customer complaints and customer feedback program.
• Lead a team of customer assistants in managing the front office services (Registration, Admission, Appointment and Scheduling).
• Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer-term solution is provided.

Duties and Responsibilities:

1. Ensure clear focus on enhanced customer interaction at the counter and staff communicate courteously with customers by telephone, email, letter and face to face.
2. Monitor customer comments and suggestions via CEMPIA for improving the quality of customer care.
3. Responsible for managing customer complaints and resolving without the need for further escalations.
4. Keep accurate records of discussions or correspondence with customers.
5. Monitor and collate statistics of patient feedback. Analyze the statistics or other data to determine the level of customer service the hospital is providing and recommend solutions if possible.
6. Recommend and draw up programs deemed necessary for the improvement of quality customer care.
7. Streamline the admission and discharge process together with the concerned department head.
8. Develop customer care procedures, policies and standards for the department.
9. Lead or supervise a team of customer care staff.
10. Work with human resource to define training needs and ensure that these are implemented. Provide in-service and/ or continuing education for the staff to enhance their skills and knowledge.
11. Plan staff work assignments and schedules.
12. Provide induction, on job orientation and training for new staff and keep them informed of the philosophies, policies and procedures to be followed in caring for patients and their families.
13. Be involved in staff recruitment and appraisals.
14. Perform any other related duties as assigned or directed.

Education and Requirements:

• Degree or Diploma in Public Relations/ Marketing/ Nursing.
• Preferably with 3- 4 years management experience in customer relations in hospital/ hotel.
• Have good command in both English and Bahasa Malaysia (written and spoken).
• Good interpersonal skill.
• Able to work independently.

Special Demands:

• Ability to communicate with all level of people and departments.
• Display professionalism at all times.
• Possess good managerial and leadership, negotiation, communication and interpersonal relationship skills and good judgment.