Customer Care Executive

Columbia Asia Group; Klang City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A healthcare organization in Klang City seeks a Customer Care Executive to supervise staff and manage patient admissions. Candidates should have a diploma in PR/Marketing, bilingual abilities in English and Bahasa Malaysia, and 2-3 years of experience in customer relations in a hospital or hotel setting. This role demands excellent communication and interpersonal skills, with responsibilities including monitoring services and addressing customer inquiries.

Qualifications

• Two to three years of experience in customer relations in hospital/hotel.
• Able to work independently and manage customer care staff.

Responsibilities

• Supervise all four sections in the Customer Care Department.
• Provide general information to customers on hospital services.
• Monitor bed status for visitor inquiries.
• Assist in managing customer complaints and feedback.

Skills

Interpersonal skills

Communication skills

Customer relationship management

Bilingual (English and Bahasa Malaysia)

Education

Diploma in PR/Marketing

Job description

Overview

Take responsibility and guide and assist Customer Care Assistants (CCA) in executing assigned work. Provide general information to customers on services offered by the hospitals. Direct guests, patients, relatives and vendors to the appropriate departments or staff. Assist in customer complaints and feedback program.

Duties and Responsibilities

1. Supervise all four sections in Customer Care Department (Telephone, Registration Counter, Admission Counter and Appointments and Scheduling counter).
2. Oversee and assist staff to register, screen, assign and accompany patients to the appropriate consultants.
3. Oversee and assist to accompany and direct patients to various departments / Nursing Station.
4. Oversee and assist admission from OPD and ER / Emergency, ensure the following: the consent form is signed by the patient or guardian; the visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, café, nurse stations, folders, wrist band, room familiarization, provides important phone numbers, etc. are explained; information on top up deposits are given and are collected.
5. Ensure CCA perform all defined procedures accurately which include admission and appointment schedule, room allocation process, etc.
6. Explain the admission and discharge process to the patients/relatives.
7. Monitor bed status - for visitor enquiry and reports.
8. Visit all patients admitted on a daily basis in order to obtain direct feedback from patients/relatives.
9. Assist Marketing Service to consolidate and promote hospital services and facility information i.e. promotions, packages via brochures and pamphlets.
10. Assist in the health screenings for corporate / non corporate customers.
11. Report any incidence that occurred at the hospital to the Customer Care Manager.
12. Arrange for baggage handling and other services requested by patients and relatives.
13. Assist to lead or supervise a team of customer care staff.
14. Perform any other related duties as assigned or directed.

Education and Requirements

• Diploma in PR/ Marketing.
• Two to three years experience in customer relations in hospital/hotel.
• Have good command in both English and Bahasa Malaysia (written and spoken).
• Able to work independently.

Special Demands

• Good interpersonal and communication skills.
• Positive attitude.

Application and Insights

The following questions may be used during the application process:

• What's your expected monthly basic salary?
• Do you have experience in a role which requires relationship management experience?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Care Executive?
• Which of these industries have you worked in?
• Are you available to work outside your usual hours when required? (eg. weekends, evenings, public holidays)
• Are you available for shift work?