HEAD, CUSTOMER CARE & EXPERIENCE

Job Description

• Build and strengthen customer loyalty by fostering positive relationships with patients, visitors, consultants, and other stakeholders.
• Plan, coordinate, and implement customer service training programs for frontline employees to enhance service excellence and patient experience.
• Oversee the daily operations of the main lobby and supervise the Patient Liaison, Reception, Concierge, and Telephonist teams to ensure efficient and seamless service delivery.
• Provide regular updates to Management on customer service performance, feedback, concerns, and improvement initiatives.
• Ensure the consistent delivery of high-quality customer service across all patient touchpoints and service areas.
• Implement and uphold KPJ Penang Specialist Hospital's Customer Service policies, Quality Manual requirements, procedures, work instructions, and Customer Service Manual standards.
• Monitor and understand customer needs and expectations, ensuring services are responsive to patient requirements and aligned with organizational service excellence objectives.
• Participate in and support activities aimed at the continuous improvement of customer service services, including quality assurance, infection control, and fire and safety programs.
• mandate reasonable work care, employer cooperation, protective equipment use, patient safety goals, World Alliance recommendations, patient and family rights policies, standard people practice, 5S activities.

Job Requirement

• Minimum SPM qualification or equivalent.
• Degree In related fields are an advantage.