Executive, Customer Services

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

Job summary

A prominent healthcare facility in Malaysia is seeking a dedicated customer service representative to assist patients and provide vital information. Key responsibilities include handling customer inquiries, directing patients, and conducting rounds within the hospital. The ideal candidate should possess a Diploma or Degree in Nursing or Hospitality Services and must be willing to work weekends. Effective communication skills and empathy are essential for this role.

Qualifications

• Diploma or Degree in a relevant field is required.
• Willingness to work weekends and Public Holidays is essential.
• Must be a good listener with effective communication skills.

Responsibilities

• Receive customers' enquiries and provide information.
• Direct customers to hospital departments when needed.
• Conduct patient rounds within the hospital.

Skills

Good listening skills

Effective verbal communication

Empathy

Patience

Team player

Education

Diploma or Degree in Nursing/Hospitality Services

Job description

Description

• Receive customers’ enquiries (walk-in or via telephone) and provide the information required
• Providing clear directions of Hospital’s facilities to customer upon inquiry
• Handling customer/patients’ queries and providing clear explanations and information
• Assisting patients by directing the customers to the respective departments and/or consultants’ clinic
• Triaging /understanding patients’ medical condition so as to be able to provide correct/appropriate referral to the consultants
• Being sensitive to the patients’ state of emotions and to be attentive and compassionate when attending to patients
• To receive information of VVIP/VIP patients/customers from Manager, Customer Service or Senior Manager, Customer Service
• To assist the VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required
• To conduct patient rounds within the hospital (i.e.: wards, outpatient departments, admission/discharge areas, A&E, etc)
• To key in the information provided by the customers/patients accurately into the e-Customer Survey system
• To ensure filing of the customer feedback forms are done promptly and systematically for easy retrieval
• To calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstandings

Requirements

• Diploma or Degree in Nursing/Hospitality Services (Customer Service related) or any other medical related field
• Willing to work weekends/Public Holiday (6 days a week)
• Good listeners
• Effective with verbal and written communications
• Patience, emotional stability and empathy
• Team player and able to work independently