Customer Care Manager

Hunters International Sdn Bhd; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading healthcare organization in Selangor is seeking a Customer Care Manager. This role involves managing customer feedback, leading investigations, and enhancing patient experience. The ideal candidate should have at least 8 years of experience, communication and negotiation skills, and fluency in English and Bahasa Malaysia. This position offers opportunities for career growth.

Benefits

Higher salary for industry experience

Opportunity for career growth

Qualifications

• 8 years and above working experience, preferably in healthcare/hospitality.
• Certifications related to Quality Customer Service are a plus.
• Fluent in spoken and written English and Bahasa Malaysia.

Responsibilities

• Manage customer feedback through various channels.
• Ensure feedback is handled timely and professionally.
• Lead investigations and recommend solutions.
• Involved in training programs for customer service.
• Identify operational risks and implement solutions.
• Ensure timely updates to Department Heads.

Skills

Communication skills

Negotiation skills

Handling complaints

Education

Degree or Diploma in Nursing or related discipline

Job description

Our Client is an internationally accredited, multi-disciplinary and tertiary care private hospital located in the Klang Valley Region. It was recognized in 2021 for its excellence as imperatives in the digital health industry. As part of their growth plans, they are seeking to hire a dedicated, and experienced Customer Care Manager to be part of their team.

Responsibilities

• Manage customer feedback through various available sources i.e. feedback form, email, website, letter.


• Ensure feedback received are handled in timely manner, effectively and resolved in a professional manner.


• Responsible to lead investigations and follow-ups with customers and Department/ Unit Heads & recommending appropriate solutions and actions to resolve the matter.


• Lead and involved in training program related to customer service and patient experience.


• Identify operational risks, design & implement suitable programs to address the risks identified.


• Ensure timely updates of cases to Head of Department to mitigate risk to the Hospital.

Key Requirements

• Degree or Diploma in Nursing or any other related discipline.


• Possess 8 years and above working experience. Experiencein healthcare/ hospitality industry is an added advantage.


• Certifications related to Quality Customer Service, experience in hospital accreditation certification preparations will be an added advantage.


• Good communication and negotiation skills.


• Ability to handle difficult situations with the complaints.


• Fluent in spoken and written English and Bahasa Malaysia

Remunerations & Benefits

• Those with direct industry experience with higher salary bracket will be considered.


• Opportunity for career growth.