ENVOY, CUSTOMER CARE & EXPERIENCE

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

KPJ Healthcare Berhad is a leading provider of private healthcare services in Malaysia, with a long-standing history and a broad network of specialist hospitals. The role supports frontline customer service by answering and routing calls, maintaining staff directories, and ensuring information is accurate for callers.

Join a team that emphasizes safety, integrity, and continuous improvement as you help deliver timely information, direct inquiries, and provide training to new operators and

Qualifications

• Answers and routes incoming calls.
• All incoming calls to answer within three rings.
• Performs database retrieval for directory information.
• Ensure telephone directory in place.
• Assists callers in identifying needs and routing calls appropriately.
• To communicate effectively with customers.
• Reports PABX console/computer problems to supervisor.
• To ensure the PABX system is always in good order.
• Updates and maintains staff directory to ensure accurate delivery of information.
• To ensure accuracy of staff directory.
• Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc.
• To ensure accuracy of information delivered to customers.
• Provide training for new operators or on-call substitutes.
• To ensure the new staff understand the job responsibilities.
• To make announcement when Emergency Codes, General Information necessary.
• Other ad-hoc task assign by Superior.

Responsibilities

• Answers and routes incoming calls.
• All incoming calls to answer within three rings.
• Performs database retrieval for directory information.
• Ensure telephone directory in place.
• Assists callers in identifying needs and routing calls appropriately.
• To communicate effectively with customers.
• Reports PABX console/computer problems to supervisor.
• To ensure the PABX system is always in good order.
• Updates and maintains staff directory to ensure accurate delivery of information.
• To ensure accuracy of staff directory.
• Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc.
• To ensure accuracy of information delivered to customers.
• Provide training for new operators or on-call substitutes.
• To ensure the new staff understand the job responsibilities.
• To make announcement when Emergency Codes, General Information necessary.
• Other ad-hoc task assign by Superior.

Skills

Telephone handling

Customer service

Directory management

PABX system

Tools

PABX system

Job description

• Responsible for answering routes telephone calls from internal and external customers.

JOB DESCRIPTION

• Answers and routes incoming calls.
• All incoming calls to answer within three (3) rings.
• Performs database retrieval for directory information.
• Ensure telephone directory in place.
• Assists callers in identifying needs and then routing calls appropriately.
• To communicate effectively with customers.
• Reports PABX console/computer problems to supervisor.
• To ensure the PABX system is always in good order.
• Updates and maintains staff directory to ensure accurate delivery of information.
• To ensure accuracy of staff directory.
• Provides information obtained from a variety of sources to field questions from the public regarding
• departments, phone numbers, operational hours, etc.
• To ensure accuracy of information delivered to customers.
• Provide training for new operators or on-call substitutes.
• To ensure the new staff understand the job responsibilities.
• To make announcement when Emergency Codes, General Information necessary.
• Other ad-hoc task assign by Superior.

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, 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.

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