Customer Services Manager

Regency Specialist Hospital Sdn Bhd; Johor Bahru; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Continuous Learning

Incentives & Sponsorship

Career Growth Opportunities

Medical Benefits

Annual Increment & Bonus

Job summary

Regency Specialist Hospital Sdn Bhd in Malaysia is seeking a Customer Service Manager to lead the hospital's Patient Experience function, drive service excellence, and oversee the Patient Experience Contact Centre, International Patient Lounge, and related touchpoints to ensure compassionate, safe, and high-quality care.

You will develop and implement policies, manage complaints and service recovery, supervise operations, budgeting, and staffing, and collaborate with stakeholders to continually

Qualifications

• Bachelor's degree in business, healthcare management or related field.
• Minimum 5 years in customer service/experience roles.
• At least 2 years leading customer service in healthcare or similar.
• Strong data interpretation and decision-making skills.
• Excellent leadership and communication abilities.

Responsibilities

• Lead and manage Patient Experience function including PECC, IPL, and related services.
• Develop and implement policies, workflows, and governance for safe, high-quality service.
• Manage complex complaints, grievances, and service recovery in collaboration with stakeholders.
• Oversee daily operations of PEC, IPL, patient enquiries, feedback, concierge, porter and transport.
• Manage departmental staffing, budgeting, and resource planning.

Skills

Leadership

Data interpretation

Communication

Problem solving

Customer service

Team motivation

Education

Bachelor's Degree in Business Administration/Healthcare Management/Hospitality

Job description

Lead and manage the hospital's Patient Experience function by driving service excellence, patient-centred care, continuous improvement, and innovation across all patient touchpoints. Oversee Patient Experience operations including the Patient Experience Contact Centre (PECC), International Patient Lounge, patient enquiries, grievance management, service recovery, porter, concierge, transport, and patient feedback programs. Ensure the delivery of safe, compassionate, and consistent services while achieving organizational goals, regulatory compliance, and high levels of patient satisfaction.

Key responsibilities

Lead the development, implementation, and continuous improvement of the hospital's Patient Experience strategy aligned with the organization's vision, values, service standards, and patient-centred care principles

Develop, review, and implement departmental policies, procedures, workflows, and governance frameworks to ensure safe, consistent, and high-quality service delivery

Lead the management of complex complaints, grievances, service recovery, and potential medico-legal cases in collaboration with relevant stakeholders

Oversee the day-to-day operations of the Patient Experience Department, including the Patient Experience Contact Centre (PEC), International Patient Lounge (IPL), patient enquiries, feedback management, concierge, porter, and transport services

Manage departmental manpower, budgeting, operational expenditure, and resource planning

Lead the hospital's Patient Grievance Management Program, ensuring complaints and grievances are managed fairly, consistently, confidentially, and in accordance with hospital policies, regulatory requirements, and Patient & Family Rights

About you

Bachelor's Degree in Business Administration, Healthcare Management, Hospitality, or related discipline

Minimum of 5 years of experience in a customer service, customer experience, customer operations or a related role

At least 2 years of experience leading or managing customer service within the healthcare sector or other industries

Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions

Strong leadership, communication, interpersonal, and problem-solving skills, with the ability to inspire and motivate team members

Strong organizational, documentation skills and pay attention to details

Strong phone contact handling skills and active listening

Experience in project management, process improvement methodologies, and stakeholder engagement

Proficiency in English, Bahasa Malaysia both written and spoken

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• What's your expected monthly basic salary?
• How many years' experience do you have as a customer services manager?
• Which of the following types of qualifications do you have?
• How would you rate your Bahasa Malaysia language skills?
• Do you have Call Handling experience?
• How would you rate your English language skills?

Regency Specialist Hospital is a fast-growing, multi-disciplinary private hospital in Malaysia with a 218-bed capacity, serving approximately 200,000 patients annually. As a key component of Regency Medical Care Centre, we are part of an integrated healthcare ecosystem designed to provide seamless, comprehensive medical services under one roof. With focused expertise, modern facilities, and a patient-centred approach, Regency Specialist Hospital and Regency Medical Care Centre work together to deliver the highest standard of care, conveniently located in the heart of the community.

Regency Specialist Hospital is a fast-growing, multi-disciplinary private hospital in Malaysia with a 218-bed capacity, serving approximately 200,000 patients annually. As a key component of Regency Medical Care Centre, we are part of an integrated healthcare ecosystem designed to provide seamless, comprehensive medical services under one roof. With focused expertise, modern facilities, and a patient-centred approach, Regency Specialist Hospital and Regency Medical Care Centre work together to deliver the highest standard of care, conveniently located in the heart of the community.

Perks and benefits

• Continuous Learning
• Incentives & Sponsorship
• Career Growth Opportunities
• Medical Benefits
• Annual Increment & Bonus

What can I earn as a Customer Service Manager