Guest Experience Supervisor - Front Desk & Service Excellence

INTEGRATED ONCOLOGY CENTER (KUALA LUMPUR) SDN. BHD.; Petaling Jaya; On-site; MYR 24,000 - 36,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Hostel Accommodation subsidies

Staff Meal subsidies

Job summary

PJ Integrated Centre of Advanced Surgery and Oncology is seeking a Customer Service Executive to oversee the customer service team and maintain high standards in front desk operations at Hospital Picaso. You will handle inquiries, direct customers to appropriate channels, and ensure swift resolution of complaints with confidentiality and professional etiquette.

The role requires a Diploma/Degree in Hospitality or Hotel Management and at least 3 years in hospitality or customer service.

Qualifications

• 3 years working experience in a hospitality / customer service industry.
• A self-starter with initiative and resourcefulness and an ability to work independently.
• Excellent interpersonal and communication skills.

Responsibilities

• To supervise Customer Service team on customer care, service procedures, protocols grooming and etiquette in order to ensure excellence in service delivery.
• To ensure cleanliness of Main Lobby/Reception and all front desk activities are fully operational.
• To build up relationship with customers (internal/external) and understands their needs in order to direct them to the appropriate distribution channels, e.g., attend to their queries/complaints efficiently and effectively.
• To manage all general enquiries and complaints received via verbally or written and ensure it is resolved quickly by escalating to and liaising with relevant department heads for further action.
• To utilize his/her written, communication and interpersonal skills in handling and resolving queries/complaints.
• To maintain strict confidentiality of any information at all times.
• To coordinate customers' special request and assist VIP entourage.
• To collect Customer Feedback Forms and prepare the Customer Satisfaction reports.
• To assist Superiors to ensure all SOPs are followed by Customer Service team.

Education

Diploma / Degree in Hospitality / Hotel Management

Job description

PJ Integrated Centre of Advanced Surgery and Oncology is seeking a Customer Service Executive to oversee the customer service team and maintain high standards in front desk operations at Hospital Picaso. You will handle inquiries, direct customers to appropriate channels, and ensure swift resolution of complaints with confidentiality and professional etiquette.

The role requires a Diploma/Degree in Hospitality or Hotel Management and at least 3 years in hospitality or customer service.