Assistant Manager Customer Service

Thomson Hospitals; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading healthcare institution in Malaysia, Selangor, is looking for an experienced Assistant Manager, Customer Service. The successful candidate will oversee customer service operations, manage frontline teams, and ensure an exceptional experience for patients and visitors. You will need at least 3 years of experience in a hospital customer service environment and a degree in any field. Strong leadership and problem-solving skills are essential. This role provides an opportunity to make a significant impact in a healthcare setting.

Qualifications

• Minimum 3 years of working experience in a hospital customer service environment.
• Proven experience in a supervisory or management role within hospital customer services.
• Experience managing or supervising a modern contact centre.

Responsibilities

• Manage daily operations of the Concierge and Contact Centre teams.
• Ensure service standards and KPIs are consistently met.
• Handle escalated complaints and provide effective resolutions.

Skills

Customer service management

Problem-solving

Team leadership

Communication

Strong computer skills

Education

Degree in any field

Tools

Hospital Information Systems (HIS)

MS Word

Excel

PowerPoint

Job description

Overview

We are seeking a dynamic and experienced Assistant Manager, Customer Service to support and oversee customer service operations within a hospital environment. The successful candidate will play a key role in managing frontline service teams and ensuring an excellent patient and visitor experience.

Responsibilities

• Manage daily operations of the Concierge and Contact Centre teams
• Ensure service standards and KPIs are consistently met
• Handle escalated complaints and provide effective resolutions
• Support training, coaching, and performance management of staff
• Collaborate with hospital departments to enhance patient experience

Qualifications

• Degree in any field
• Minimum 3 years of working experience in a hospital customer service environment
• Proven experience in a supervisory or management role within hospital customer services
• Experience managing or supervising a modern contact centre
• Experience managing or supervising VIP Services
• Experience managing or supervising a Concierge team
• Strong knowledge of hospital operations and workflows
• Good understanding of Hospital Information Systems (HIS)
• Strong computer skills (MS Word, Excel, PowerPoint, and relevant systems)