EXECUTIVE, CUSTOMER CARE & EXPERIENCE

Johor Specialist Hospital; Johor Bahru; On-site; MYR 40,000 - 50,000; Full time

Job summary

Johor Specialist Hospital in Johor Bahru is looking for a CCX Executive (CCX Ambassador) to enhance patient experience through effective communication and support. The role involves assisting patients, addressing inquiries, and resolving complaints to ensure satisfaction.

The ideal candidate will have a diploma or degree in relevant fields, with 5–7 years of experience in public relations or healthcare. Strong communication, conflict resolution, and analytical skills are essential for this position.

Qualifications

• Minimum of 5–7 years in public relations, preferably in a healthcare or hospital setting.
• Ability to analyze issues and develop effective solutions.
• Understanding and sharing the feelings of customers to provide personalized service.

Responsibilities

• Greet and assist patients, visitors, and caregivers in a professional manner.
• Assist patients with scheduling and registration processes.
• Monitor customer feedback and provide insights for service improvement.

Skills

Effective communication

Active listening

Conflict resolution

Time management

Empathy

Data analysis

Multitasking

Analytical thinking

Education

Diploma or Bachelor's in Customer Service, Hospitality, Communications

Job description

GENERAL 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.

Complaint Handling & Conflict Resolution

• 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.

Skills & Competencies

• 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.
• Analytical thinking: Ability to analyze issues and develop effective solutions.
• Conflict resolution: Handling and resolving customer complaints and disputes amicably.
• Data analysis: Ability to analyze customer feedback and data to identify trends and areas for improvement.
• Empathy: Understanding and sharing the feelings of customers to provide personalized service.
• Patience: Remaining calm and patient, especially when dealing with difficult customers.
• Multitasking: Ability to handle multiple tasks and prioritize effectively.
• Time management: Efficiently managing time to meet customer needs and deadlines.
• Team management: Leading and training customer service teams to ensure high-quality service.
• Motivational: Inspiring and motivating team members to perform at their best.
• Emergency handling: Ability to handle emergencies and unexpected situations calmly and effectively.
• Cultural sensitivity: Understanding and respecting cultural differences to provide inclusive customer service.
• Technology proficiency: 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.