EXECUTIVE, CUSTOMER CARE & EXPERIENCE

KPJ Healthcare Berhad; Johor; On-site; MYR 50,000 - 75,000; Full time

Job summary

KPJ Healthcare Berhad in Malaysia is seeking a CCX Executive to serve as the primary contact for patients, visitors, and hospital staff, delivering a positive patient journey and high-quality service. The role involves handling inquiries, guiding patients, and supporting appointments and registration processes.

The position emphasizes empathy, professionalism, and effective communication to resolve issues and improve the overall patient experience across channels including phone, email, and

Qualifications

• Diploma or Bachelor's degree in Customer Service, Hospitality, Communications, or a related field.
• Minimum of 5–7 years in public relations, preferably in a healthcare or hospital setting.
• Strong communication and interpersonal skills with empathy and professionalism.
• Ability to handle diverse customer interactions and resolve issues effectively.

Responsibilities

• Greet and assist patients, visitors, and caregivers in a courteous and professional manner.
• Provide accurate information regarding hospital services, doctor availability, and appointment procedures.
• Guide patients to correct departments and facilities; assist VIP and special-needs patients.
• Assist with scheduling, registration, and coordinating patient flow across departments.
• Address and resolve patient concerns and complaints efficiently; escalate when needed.
• Maintain patient service records and support health talks and events.

Skills

Communication

Customer service

Empathy

Multitasking

Time management

Leadership

Education

Diploma or Bachelor's degree in Customer Service, Hospitality, Communications, or a related field

Job description

The CCX Executive (CCX Ambassador) serves as the primary point of contact for patients, visitors, and hospital staff. This role ensures a positive patient experience by providing assistance, handling inquiries, resolving complaints, and maintaining a high level of service excellence. The CCX Ambassador plays a key role in ensuring patient satisfaction and a smooth hospital journey. This role involves interacting with customers through various channels, including phone, email, and in-person, to provide information about products and services.

JOB DESCRIPTION

Patient Assistance & Front Desk Management

• Greet and assist patients, visitors, and caregivers in a courteous and professional manner.
• Provide accurate information regarding hospital services, doctor availability, and appointment procedures.
• Guide patients to the correct departments, clinics, or facilities.
• Ensure that VIP and special-needs patients receive personalized assistance.

Appointment & Registration Support

• Assist patients with scheduling, rescheduling, and canceling appointments.
• Guide patients through the registration process, ensuring accuracy in personal and medical details.
• Coordinate with hospital departments to facilitate smooth patient flow.
• Address and resolve patient concerns and complaints efficiently.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Maintain professionalism and empathy when handling difficult situations.
• Monitor customer feedback and provide insights for service improvement.

Communication & Information Dissemination

• Provide clear and accurate information regarding hospital procedures, billing, and policies.
• Ensure patients understand their medical appointments, waiting times, and next steps.
• Communicate hospital updates, health awareness campaigns, and service improvements to patients
• Service Quality & Patient Experience Enhancement
• Monitor and ensure a comfortable waiting area for patients and visitors.
• Conduct satisfaction surveys and collect patient feedback for service improvement.
• Recommend enhancements to hospital services based on patient feedback and observations.
• Participate in training sessions to stay updated on product knowledge and customer service technique

Administrative & Operational Support

• Maintain and update patient service records and logs.
• Support the hospital in organizing health talks, awareness campaigns, and events.
• Assist in developing and implementing customer service policies and procedures.

JOB REQUIREMENT

Education

• Diploma or Bachelor's degree in Customer Service, Hospitality, Communications, or a related field.

Knowledge & Experience

• Minimum of 5–7 years in public relations, preferably in a healthcare or hospital setting.

Communication Skills:

• Effective Communication:Ability to convey information clearly and effectively in both written and verbal forms.
• Active Listening:Paying full attention to customers, understanding their needs, and responding appropriately.

Problem-Solving Skills:

• Analytical Thinking:Ability to analyze issues and develop effective solutions.
• Conflict Resolution:Skills to handle and resolve customer complaints and disputes amicably.

Technical Proficiency:

• Data Analysis:Ability to analyze customer feedback and data to identify trends and areas for improvement.

Customer Service Skills:

• Empathy:Understanding and sharing the feelings of customers to provide personalized service.
• Patience:Remaining calm and patient, especially when dealing with difficult customers.

Organizational Skills:

• Multitasking:Ability to handle multiple tasks and prioritize effectively.
• Time Management:Efficiently managing time to meet customer needs and deadlines.

Leadership Skills:

• Team Management:Leading and training customer service teams to ensure high-quality service.
• Motivational Skills:Inspiring and motivating team members to perform at their best.

Special Skills Required:

• Ability to handle emergencies and unexpected situations calmly and effectively.
• Understanding and respecting cultural differences to provide inclusive customer service.
• Staying updated with the latest technology and tools to enhance customer service.

Personal Attributes:

• Empathy:Genuine concern for customers’ needs and feelings.
• Resilience:Ability to remain positive and effective under pressure.
• Adaptability:Flexibility to adjust to changing situations and customer demands.
• Integrity:Maintaining honesty and ethical standards in all interactions.
• Enthusiasm:A positive and energetic attitude that enhances customer interactions.
• Attention to Detail:Ensuring accuracy and thoroughness in all tasks.

What can I earn as a Customer Care Executive

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.