Customer Service Executive

Sunway Medical Centre; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A healthcare facility in Malaysia is looking for customer service professionals to handle enquiries, guide patients, and manage complaints. Candidates should hold a diploma or equivalent with at least 2 years of experience in related fields, such as healthcare or hospitality. Key responsibilities include providing assistance to customers and ensuring high-quality service. The position offers various benefits, including performance bonuses, and requires willingness to work weekends and public holidays.

Benefits

Annual contractual bonus

Medical, Dental and Optical benefits

Career development

Great working environment

Qualifications

• Minimum 2 years of relevant working experience, preferably in healthcare, retail or hospitality.
• Willing to work 6 days per week including weekends and public holidays.

Responsibilities

• Receive customers' & patients’ enquiries and provide clear information.
• Assist customers & patients by directing them to the respective departments.
• Address feedback and complaints promptly and professionally.

Skills

Customer service

Self-initiative

Multitasking

Responsive

Independent

Communication

Education

Diploma or equivalent

Job description

Job Description

• Customer Service and Attending to Enquiries

  Receive customers’ & patients’ enquiries (walk-in or via telephone) and provide clear & precise information when required.

  Provide clear directions of Hospital’s facilities to customer upon inquiry.

  Assist customers & patients by directing them to the respective departments and/or consultants’ clinic.

  Triaging & understanding patients’ medical condition so as to be able to provide accurate & appropriate referral to the consultants.

  Provide personalized attention to customers & patients especially for those who face difficulties.

  Ensure all enquiries and concerns are promptly looked at and addressed appropriately.

  Comply with the basic customer service courtesy protocol – greetings, smile and eye contact and to address to customers & patients appropriately.

  Maintain customers’ & patients’ confidentiality and discreteness at all times.

• Attend to VVIP/VIP Customers & Patients

  Assist the VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required.

  Conduct patient rounds within the hospital (i.e.: wards, outpatient, admission/discharge, A&E, etc.).

  Assess/screen patients during rounds in order to provide immediate assistance where required.

• Handling of Feedbacks/Complaint Management

  Address to all feedbacks promptly and professionally.

  Calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstanding.

  Ensure proper follow through for all complaint cases until resolution.

  Arrange meetings by coordinating between the relevant departments' HOD to attend to the complainant.

  Draft reply letters for the complainant based on the input provided by the relevant departments.

Job Requirements

Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree or equivalent.

Minimum 2 years of relevant working experience, preferably in healthcare, retail or hospitality industry.

Skills: Customer service, self-initiative, multitask, responsive, independent, and communication.

Willing to 6 days per week including weekends and public holidays.

Benefits Provided

• Annual contractual bonus (13th month salary) and performance bonus.
• Medical, Dental and Optical benefits.
• Career development, rewards and recognition.
• Open and great working environment and team!

Hiring Process

Average processing is around 2 to 4 weeks. Subsequently, our recruitment team will reach out to shortlisted candidates for interview arrangements.