Executive Guest Relations & Customer Experience Leader

Avisena Healthcare Sdn. Bhd.; Shah Alam; Vor Ort; MYR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Medical Coverage

Education support

Sponsored courses or workshops

Zusammenfassung

Avisena Specialist Hospital, Shah Alam, is seeking an Executive for Guest Relations & Customer Experience to lead the GRU and drive excellence in patient service. You will monitor CSI/NPS, manage customer feedback, and coordinate investigations and improvements across departments.

The role requires 5–7 years in a similar field, strong English and Bahasa Malaysia, and the ability to work under pressure, including overtime.

Qualifikationen

• 5–7 years experience in guest relations or related clinical/organizational field.
• Excellent in English and Bahasa Malaysia (written and verbal).
• Knowledgeable of hospital daily operation processes.
• Reliable in making immediate decisions and providing solutions.
• Able to work under pressure and multitask effectively.
• Willing to work overtime including public holidays when required.
• Able to lead a team and work well with others.

Aufgaben

• Plan, develop and manage daily Guest Relations Unit operations and events.
• Focus on CSI, NPS and CFM with timely reporting and clear recommendations.
• Ensure timely monthly CSI analysis and distribution to departments.
• Implement approved recommendations with ongoing monitoring by GRU team.
• Handle feedback and complaints professionally and ensure resolution per patient rights.
• Maintain follow-up with customers and Heads of Department until issues are resolved.
• Manage patient surveys, verbal/written complaints and keep proper records.
• Main PIC for Avisena Survey Portal & CRM Portal – monitoring and reporting.
• Coordinate investigations of complaints with Heads of Department for action.
• Work with HOD GRCX as PIC for Avisena Careline, Voice Logger and NPS data sampling.
• Coordinate with management and customers to resolve major complaints about Avisena.
• Foster good internal and external relationships to enhance customer service culture.
• Attend department meetings and participate in task forces and training programs.
• Coach and train staff on customer service; assess performance and competency.
• Participate as main Committee Members of AVISENA Mamas & Kids Club.
• Plan, guide and monitor staff yearly KPIs.

Kenntnisse

English proficiency

Bahasa Malaysia

Decision making

Multitasking

Team leadership

Customer service

Interpersonal skills

Jobbeschreibung

Avisena Specialist Hospital, Shah Alam, is seeking an Executive for Guest Relations & Customer Experience to lead the GRU and drive excellence in patient service. You will monitor CSI/NPS, manage customer feedback, and coordinate investigations and improvements across departments.

The role requires 5–7 years in a similar field, strong English and Bahasa Malaysia, and the ability to work under pressure, including overtime.