ENVOY,CONCIERGE, CUSTOMER CARE & EXPERIENCE

KPJ Healthcare Berhad

Kuala Lumpur

On-site

MYR 36,000 - 60,000

Full time

14 days+

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Job summary

KPJ Healthcare Berhad in Malaysia seeks an Envoy, Concierge, Customer Care & Experience to act as ambassador of patient and customer experience, ensuring service excellence across the hospital. You will promote a culture of caring, compassion, and continuous improvement while supporting staff in delivering outstanding customer service.

This role emphasizes effective communication, active listening, empathy, and resilience under pressure while upholding safety and privacy standards.

Qualifications

Preferably with relevant experience related to nursing and Customer Services.
1 year working experience.
Good interpersonal, communication skill and fluent in both spoken and written English
Multi language
Ability to communicate clearly, warmly, and professionally with patients, families, and staff.
Skilled in active listening and empathetic responses.
Recognize and manage own emotions while responding appropriately to others.
Ability to stay calm, patient, and compassionate under pressure.

Responsibilities

Champion KPJ’s service values in patient interactions.
Voice of the customer by identifying concerns, needs, and opportunities for improvement.
Support initiatives to enhance patient and family satisfaction.
Greet and assist patients/customers who require help.
Keep confidentiality of patients’ personal and medical history.
Coordinate with Consultants and staff to meet patients’ needs.
Report to Head of Service for any malfunction of equipment.
Provide accurate information and resolve service requests for customers.
Deliver prompt personalized service to inquiries (written, verbal & telephone).
Adhere to occupational safety and health policies and procedures.

Skills

Interpersonal skills

Communication skills

Active listening

Empathy

Fluent English

Education

Nursing/Healthcare background

Job description

ENVOY,CONCIERGE, CUSTOMER CARE & EXPERIENCE

The CCX Envoy acts as an ambassador of patient and customer experience, ensuring that service excellence is consistently practiced across the hospital. This role promotes a culture of caring, compassion, and continuous improvement, while supporting staff in delivering outstanding customer service.

JOB DESCRIPTION

Customer Experience Advocacy

Champion KPJ’s Committed, Accountable, Respectful and Excellent service values in all patient interactions.
Act as the voice of the customer by identifying concerns, needs, and opportunities for improvement.
Support initiatives to enhance patient and family satisfaction.
Greet and offers assistance to patients / customers who require help
Keeps confidentiality of patients’ personal and medical history
Works closely with Consultants & staff (clinical & non-clinical) to ensure smooth coordination and continuous communication to meet patients’ needs
Report to Head of Service for any malfunction of machine / equipment
Delivers accurate information and efficient service in answering requests, providing information and resolving issues on services for customers
Provides prompt personalized service to all inquiries (written, verbal & telephone) and feedback from customers.

OSH Act & Regulations 1994

Responsible and accountable to carry out duties as employee stipulated in OSH Act & Regulations 1994
To take responsibility to carry at work for the safety of yourself and other persons
To cooperate with your employer or any other person in the discharge of any duty
To wear or use any protective equipment or clothing provided by the employer
To comply with any instruction or measure on occupational safety and health.

Baby Friendly Concept

Responsible and accountable to adhere to the steps of successful breastfeeding as requirement

Patient Safety Goal

Ensure compliance of Patient Safety Goals as safety improvement measures as recommended by World Alliance for Patient Safety
Ensure the policies on Patient and Family’s Rights are addressed at all times.

Integrated Management System

Participates actively and encourages compliance to all policies and Procedures of ISO 9001:2015, ISO 14001, OHSAS 18001, ISO 14001:2015, Malaysian Hospital Accreditation Standards and PSG.

PDPA Act 2010

To review and adopt internal personal data protection policies and practices to comply with the PDPA Act 2010.

Participate actively in any other new service that is introduced

Ensure produce better result and Continual Improvement in delivering service to customers.

To perform other duties as and when required by the management

Produce outcome within the expectation of the shareholder and customers.

JOB REQUIREMENT

Preferably with relevant experience related to nursing and Customer Services.

Knowledge and Experiences:

MINIMUM

1 year working experience

Good interpersonal, communication skill and fluent in both spoken and written English

IT literate.

Multi language

Ability to communicate clearly, warmly, and professionally with patients, families, and staff.

Skilled in active listening and empathetic responses.

Recognize and manage own emotions while responding appropriately to others.

Ability to stay calm, patient, and compassionate under pressure.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Healthcare Services More than 10,000 employees

KPJ Healthcare Berhad is the leading provider of private healthcare services in Malaysia, with a history dating back to 1981 when it introduced the first private specialist hospital in Johor. The Group's core values of Safety, Courtesy, Integrity, Professionalism, and Continuous Improvement drive its integrated network of more than 29 specialist hospitals across Malaysia. Additionally, KPJ has expanded its presence internationally, with hospitals in Indonesia, Bangkok, and Bangladesh, as well as investments in retirement and age-care resorts in Australia and Malaysia.

KPJ's competitive advantage stems from its extensive reach and accessibility throughout the nation, offering a wide range of medical specialist services, some of which are pioneering in the country's healthcare industry. The company also excels in utilizing integrated technology to enhance patient care, including the adoption of Cloud Computing and continuous improvements to the KPJ Clinical Information System (KCIS). Furthermore, KPJ is exploring digitalized medical technology applications in areas such as E-Pharmacy, wearable technology, robotics, Artificial Intelligence (AI), and the Internet of Things (IoT).

With over three and a half decades of experience in hospital development and management, KPJ is built on strong fundamentals, positioning it well for the evolving healthcare industry. The company's health tourism segment has experienced significant growth through aggressive marketing strategies, expanding its footprint in various regions.

In addition to hospital-based care, KPJ has made strides in healthcare-related industries, particularly in KPJ Senior Living Care services and Healthcare Education, recognizing their potential for the future due to increasing consumer demand. KPJ hospitals have received recognition from accreditation bodies, ensuring the quality and safety of their services.

The company is committed to giving back to the community and has established a network of Klinik Wakaf An-Nur (KWAN) charity clinics and a Hospital Waqaf An-Nur (HWAN) to provide care to the underprivileged. With 18 KWAN clinics and five mobile clinics, KPJ's efforts have positively impacted over one million patients since 1998.

Overall, KPJ Healthcare Berhad's extensive network, commitment to innovation, and dedication to quality healthcare services and community outreach make it a prominent and trusted player in the private healthcare industry.

KPJ Healthcare Berhad is the leading provider of private healthcare services in Malaysia, with a history dating back to 1981 when it introduced the first private specialist hospital in Johor. The Group's core values of Safety, Courtesy, Integrity, Professionality, and Continuous Improvement drive its integrated network of more than 29 specialist hospitals across Malaysia. Additionally, KPJ has expanded its presence internationally, with hospitals in Indonesia, Bangkok, and Bangladesh, as well as investments in retirement and age-care resorts in Australia and Malaysia.