Customer Service/ Customer Care Executive

Customer Service/ Customer Care Executive

Customer Service and Attend to Enquiries

• Receive customers’ enquiries (walk-in or via telephone) and provide the information required
• Providing clear directions of Hospital’s facilities to customer upon inquiry
• Handling customer/patients’ queries and providing clear explanations and information
• Assisting patients by directing the customers to the respective departments and/or consultants’ clinic
• Triaging /understanding patients’ medical condition so as to be able to provide correct/appropriate referral to the consultants
• Providing personalized attention to customers especially for all customers who face any difficulty when dealing with us
• Ensuring that all customer enquiries and concern are promptly looked at and addressed appropriately
• Complying with the basic customer service courtesy protocol – greetings, smile and eye contact and to address to customers appropriately
• Maintaining customers’/patients’ confidentiality and discreteness at all times.

Attend to VVIP/VIP Patients/Customers

• To receive information of VVIP/VIP patients/customers from Manager, Customer Service or Senior Manager, Customer Service
• Assist the VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required
• Conduct patient rounds within the hospital (i.e.: wards, outpatient departments, admission/discharge areas, A&E, etc)
• To assess/screen patients during rounds in order to provide immediate assistance where required

Handling of Customers’ Feedbacks

• Address to all customers’ feedbacks promptly and professionally
• Calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstandings
• To ensure proper follow through for all complaint cases until resolution

Requirement & Qualifications:

• Diploma or Degree in Nursing/Hospitality Services (Customer Service related) or any other medical related field
• Min 3 years working experience
• Working experience in a hospital setting, with direct contact with patients/customers is an advantage
• Able to work 6 days a week including weekends/PH
• Good Listener
• Contractual bonus and Performance bonus.
• Medical, Dental and Optical benefits. .
• Rewards and recognition: Long Service Award.
• Discount rate with other Sunway Business Units (i.e. Theme Park, Hospitality, Education, Property, Medical, Retail, Food & Beverages), Sports and Recreational, Family Day.
• Open communication. Young, energetic and fun working environment.

Your application will include the following questions:

What's your expected monthly basic salary?

Do you have customer service experience?

Which of the following languages are you fluent in?

Are you available for shift work?

Are you available to work outside your usual hours when required? (eg. weekends, evenings, public holidays)

How many years of hotel management experience do you have?

How many years' experience do you have in the healthcare services industry?

Sunway Healthcare is part of the Sunway Group, one of Malaysia's largest conglomerates with core interest in property, construction, education and healthcare. The group currently runs Sunway Medical Centre, which is one of the largest private tertiary hospitals in the region with 636 beds and is accredited with the Australian Council on Healthcare Standards (ACHS). The group is also building 5 more hospitals in different cities in Malaysia which will complete in stages over the next four years.

Sunway Healthcare is part of the Sunway Group, one of Malaysia's largest conglomerates with core interest in property, construction, education and healthcare. The group currently runs Sunway Medical Centre, which is one of the largest private tertiary hospitals in the region with 636 beds and is accredited with the Australian Council on Healthcare Standards (ACHS). The group is also building 5 more hospitals in different cities in Malaysia which will complete in stages over the next four years.

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