Executive, Customer Service

Sunway Medical Centre; Seberang Perai; On-site; MYR 100,000 - 150,000; Full time

Job summary

A healthcare institution in Penang is seeking a dedicated Customer Service Officer to handle customer complaints and generate monthly feedback reports. The ideal candidate has a diploma/degree in Customer Service, with 2–3 years of relevant experience in healthcare or hospitality, and fluency in Mandarin is preferred. Responsibilities include addressing customer inquiries, maintaining complaint logs, and ensuring exceptional service standards while being sensitive to patients' emotional needs.

Qualifications

• 2–3 years of related experience in service line/customer services, preferably healthcare or hospitality background.
• Fluency in Mandarin (both written and spoken) preferred.

Responsibilities

• Address customer feedback promptly and professionally.
• Generate monthly feedback reports.
• Collect daily feedback forms.
• Maintain a log tracking system for complaints until resolved.
• Handle customer enquiries and provide required information.

Skills

Customer service

Handling complaints

Multilingual proficiency

Communication skills

Emotional intelligence

Education

Diploma/degree in Customer Service related areas

Job description

Handle Customer Complaints

• To address customers’ feedback promptly and professionally, as per Grievance Mechanism.
• To calm angry complainants and bring them to the discussion room.
• To arrange ad-hoc meetings by coordinating between relevant departments’ HODs to attend to the complainant.
• To log all complaints into the e-Customer Care system within one working day and notify the superior immediately.
• To send interim reply letters/emails within one working day upon receipt of a complaint.
• To compile reports from relevant parties and prepare draft reply letters for complaint cases.
• To work closely with the management team and ensure proper follow‑up on all complaint cases until resolution.
• To send internal emails with updates for all complaint meetings (internal and external).

Generate Monthly Feedback Reports

• To compile and generate monthly feedback reports according to e‑CC and feedbacks received.
• Monthly reports are shared in the departmental folder for easy reference.
• All feedback documents are filed for easy retrieval.

Daily Collection of Feedback Forms

• To perform daily ward rounds to all wards and outpatient areas to collect feedback forms, highlighting negative feedback to the relevant HOD.
• To segregate feedback forms to be keyed into the e‑CC platform and the E‑Customer Survey platform for compilation and monthly reports.
• To ensure all feedback forms are topped up in wards and outpatient areas as required.
• To keep records of total feedback forms received daily and monthly for easy reference.

Tracking of Complaints Received

• Responsible for maintaining a log tracking system for complaints received until resolved.
• Ensure all details of complaints are logged in the complaint file and kept in the department for easy reference.
• Ensure all complaints received via feedback forms are keyed into the e‑CC platform as records.

Customer Service and Attend to Enquiries

• Receive customers’ enquiries (walk‑in, email or telephone) and provide the required information.
• Provide clear directions of the hospital’s facilities to customers upon inquiry.
• Handle customer/patient queries and provide clear explanations and information on available products and services.
• Assist patients by directing them to the respective departments and/or consultants’ clinics.
• Triage patients’ medical condition to provide correct/appropriate referral to consultants.
• Provide personalized attention to customers, especially those facing difficulties in dealing with the hospital.
• Ensure that all customer enquiries and concerns are promptly addressed appropriately.
• Be sensitive to patients’ emotional state and be attentive and compassionate when attending to them.
• Comply with basic customer service courtesy protocol – greetings, smile, eye contact, and proper address of customers.
• Maintain customers’/patients’ confidentiality and discretion at all times.

Job Requirements

• Diploma/degree in Customer Service related areas.
• 2–3 years of related experience in service line/customer services (Healthcare/Hospitality background preferred).
• Multilingual proficiency is an advantage, with fluency in Mandarin (both written and spoken) preferred.