ASSISTANT MANAGER, SERVICE EXCELLENCE

UKM SPECIALIST CENTRE SDN. BHD.; Kuala Lumpur; On-site; MYR 45,000 - 60,000; Full time

Job summary

A healthcare facility in Kuala Lumpur is seeking a Customer Service Supervisor to lead and supervise the Customer Service team. This role involves ensuring consistent service delivery, monitoring patient satisfaction, handling feedback, and overseeing operational effectiveness. The ideal candidate has a Bachelor's Degree and extensive experience in customer service or healthcare operations. Strong leadership and communication skills are essential as the role demands managing service quality and implementing improvement initiatives.

Qualifications

• Minimum 3-5 years of experience in customer service, hospitality, or healthcare operations.
• At least 1-2 years in a supervisory role.
• Good understanding of patient care processes and hospital operations is an added advantage.

Responsibilities

• Lead and supervise the Customer Service team at all service points.
• Ensure consistent delivery of excellent service aligned with hospital standards.
• Monitor and analyse patient satisfaction scores and implement improvement action plans.

Skills

Leadership

Communication

Problem-solving

Customer service

Education

Bachelor’s Degree in Hospitality, Healthcare Management, Business Administration, or related field

Job description

Lead and supervise the Customer Service team at all service points (concierge, information counter, admission areas, wards).

Ensure consistent delivery of excellent service aligned with hospital service standards.

Handle complex patient feedback, complaints, and service recovery with professionalism.

Monitor and analyse patient satisfaction scores (e.g., NPS, survey results) and implement improvement action plans.

Coordinate patient experience programmes such as wayfinding support, VIP services, and special assistance.

Conduct regular service audits to ensure compliance with hospital SOPs and quality standards.

Oversee daily operations of porter services, including patient transport, equipment transfer, document delivery, and general logistic support.

Ensure adequate manpower planning, scheduling, and deployment of porters.

Monitor response time, service efficiency, and safety compliance for all porter tasks.

Provide training and coaching to porters on customer service, patient handling, and safety protocols.

Collaborate with clinical and non-clinical departments to meet operational needs.

Support the implementation of hospital service excellence framework and initiatives.

Develop service improvement projects to enhance patient flow, communication, and overall service experience.

Assist in organising engagement and recognition programmes.

Prepare operational reports, KPIs, manpower utilisation, and improvement plans.

Manage budgets related to service operations where applicable.

Ensure proper documentation, SOP updates, and compliance with regulatory requirements.

Perform any other duties as assigned and/or directed.

Education and Requirements

Candidate must possess at least a Bachelor’s Degree in Hospitality, Healthcare Management, Business Administration, or related field.

Minimum 3-5 years of experience in customer service, hospitality, or healthcare operations, with at least 1-2 years in a supervisory role.

Strong leadership, communication, and problem-solving skills.

Good understanding of patient care processes and hospital operations is an added advantage.

Ability to work in a fast-paced environment and handle multiple priorities.