Assistant Customer Care Manager

Columbia Asia Group of Companies; Subang Jaya; On-site; MYR 78,000 - 134,000; Full time

Job summary

Columbia Asia Group of Companies in Malaysia is seeking a strategic Customer Care Leader to support regional operations and promote excellence in patient experience across hospitals.

You will assist Hospital Customer Care Managers, lead grooming initiatives, and maintain monthly dashboards to drive operational improvements and patient journey enhancements.

Qualifications

• Bachelor's degree in PR/Marketing/BA/Healthcare Admin or related field.
• Minimum five years of management experience in customer relations in hospital/hotel.
• Proficient in English and Bahasa Malaysia (written and spoken).

Responsibilities

• Recommend and draw up programs for improvement of quality customer care.
• Coordinate the group grooming initiatives for CAH Malaysia.
• Continue the mystery shopper and mystery caller improvement activities.
• Maintain standard replies on Google Map Reviews for CAH Malaysia.
• Contribute customer service information and recommendations to strategic plans and reviews.
• Collaborate with Customer Care Managers to resolve customer issues; provide guidance where needed.
• Define training needs in customer service with the Managers.
• Monitor and review customer feedback systems from hospitals as required.
• Review current processes and provide recommendations for more effective service delivery.
• Perform other tasks as assigned by Regional Head – Customer Care.

Skills

Communication skills

Bahasa Malaysia

Independent working

Project management

Training skills

Presentation skills

Analytical ability

Professional appearance

Education

Bachelor's degree in PR/Marketing/BA/Healthcare Admin

Tools

Microsoft Office

Job description

Reporting To: Regional Head – Customer Care

Position Summary:

Provide excellent customer experience and to promote the idea throughout the organization.

Support the Customer Care Managers (Hospital) in ensuring the needs of customers of the Columbia Asia Group are being satisfied.

Lead the group activities on grooming initiatives throughout the organization.

Assisting Regional Head - Customer Care on maintaining monthly customer care dashboard for the overall operational improvement.

Assisting the Regional Head - Customer Care on the improvement activities for the patient journey in the hospital.

Duties and Responsibilities:

1. Recommend and draw up programs deemed necessary for the improvement of quality customer care.

2. Coordinate the group grooming initiatives for CAH Malaysia.

3. To continue the ongoing mystery shopper and mystery caller improvement activities.

4. To maintain the standard reply on Google Map Reviews for CAH Malaysia.

5. Achieve customer care objectives by contributing customer service information and recommendations to strategic plans and reviews.

6. Work together with the Customer Care Managers to ensure customer issues are being resolved. Provide help and advice to these managers where necessary.

7. Work together with the Customer Care Managers to define training needs in the area of customer service.

8. To continuously monitor and review the customer feedback system from the respective hospitals as and when required.

9. Review current processes and provide recommendations for more effective delivery of service.

10. Other tasks as assigned by Regional Head – Customer Care as and when needed.

Education and Requirements:

Bachelor's degree in public relations/ marketing/ business administration, health care administration or other related field.

Preferably with five years management experience in customer relations in hospital/hotel.

Demonstrate good communications skills, in both English and Bahasa Malaysia (written and spoken).

Able to work independently.

Special Demands:

Demonstrate strong organizational and interpersonal communications skills.

Possess project management, presentation, and training skills.

Possess good analytical, problem solving, and management skills

Demonstrate professional appearance and behavior at all times.

Skilled in Microsoft Office applications.

Columbia Asia Group of hospitals, established in Malaysia in 1996, is an international healthcare company operating medical facilities in Malaysia, Indonesia, and Vietnam. Columbia Asia hospitals are now part of Asia One Healthcare, which is majority-owned by Hong Leong Group and the global alternative asset management firm, TPG. Since its inception, Columbia Asia has dedicated and provided top-notch healthcare services across Southeast Asia for more than two decades. With 14 advanced medical facilities in Malaysia strategically located in densely populated areas, it aims to provide the best care possible closer to home with its tagline "Right Here For You".

Columbia Asia Group of hospitals, established in Malaysia in 1996, is an international healthcare company operating medical facilities in Malaysia, Indonesia, and Vietnam. Columbia Asia hospitals are now part of Asia One Healthcare, which is majority-owned by Hong Leong Group and the global alternative asset management firm, TPG. Since its inception, Columbia Asia has dedicated and provided top-notch healthcare services across Southeast Asia for more than two decades. With 14 advanced medical facilities in Malaysia strategically located in densely populated areas, it aims to provide the best care possible closer to home with its tagline "Right Here For You".