Executive, Customer Service

Job Description:

Handling of Customers’ Feedbacks

• To address to all customers’ feedbacks promptly and professionally, as per Grievance Mechanism.
• 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’ HODs to attend to the complainant
• To log in all complaints received into the e-Customer care system (within 1 working day) and to notify the superior immediately
• To send interim reply letters/email (within 1 working day) to complainants upon receipt of complaint.
• To compile all reports from relevant parties, prepare draft reply letters for complaint cases.
• To work closely with the management team and ensure proper follow for all complaint cases until resolution.
• To send internal email for updates for all complaint meetings (internal and external meetings).

Generate monthly feedback reports

• To compile and generate monthly feedback reports according to e-cc and feedbacks received.
• Monthly reports to be shared in departmental folder for easy reference, where required.
• All feedbacks documents to be filed for easy retrieval.

Daily Collection of Feedback Forms

• To perform daily ward rounds to all wards and all outpatient areas to collect feedback forms, to immediately highlight to relevant HOD on any negative feedbacks.
• To segregate the feedback forms to be keyed in to E-Customer Care (e-cc) platform and E-Customer Survey platform for compilation and generating monthly feedback and customer satisfaction reports.
• To ensure all feedback forms are topped up in the wards and outpatient areas accordingly.
• To keep records of total feedback forms received on daily and monthly basis for easy reference.

Tracking of complaints received

• Responsible in maintaining log tracking for complaints received until resolved.
• Ensure all details of complaints are logged in the complaint file and kept in the department for easy reference.
• Ensure all complaints received via feedback forms collected are keyed into the e-cc platform as records.

Customer Service and Attend to Enquiries

• Receive customers’ enquiries (walk-in, email 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 on products and services available.
• Assisting patients by directing the customers to the respective departments and/or consultants’ clinics
• 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
• Being sensitive to the patients’ state of emotions and to be attentive and compassionate when attending to the patients
• Complying with the basic customer service courtesy protocol – greetings, smile and eye contact, to address customers appropriately
• Maintaining customers’/patients’ confidentiality and discreteness at all times

Job Requirement

• Diploma/ Degree in Customer Service related areas.
• 2- 3 years of related experience in service line/customer services (Healthcare/Hospitality Background is preferred).
• Multilinguistic Capability is an added advantage.