HEAD, CUSTOMER CARE & EXPERIENCE

KPJ Penang Specialist Hospital; Penang; On-site; MYR 45,000 - 78,000; Full time

Job summary

KPJ Penang Specialist Hospital in Penang seeks a Customer Service Supervisor to lead patient‑facing teams and uphold service excellence across the lobby, reception, concierge and telephonist functions.

You will plan and implement frontline training, oversee daily lobby operations and provide regular management updates on service performance. Drive continuous improvement while ensuring high standards of patient care and safety across all touchpoints.

Qualifications

• Minimum SPM qualification or equivalent.
• Degree in related fields are an advantage.

Responsibilities

• Build and strengthen customer loyalty and relationships with patients, visitors and staff.
• Plan, coordinate and implement customer service training programs for frontline employees.
• Oversee daily operations of the main lobby and supervise the Patient Liaison, Reception, Concierge and Telephonist teams.
• Provide regular updates to Management on customer service performance, feedback, concerns and improvements.
• Ensure high-quality customer service across all patient touchpoints and service areas.
• Implement and uphold KPJ Penang Specialist Hospital's Customer Service policies and related manuals.
• Monitor customer needs and ensure services meet patient requirements and service-excellence goals.
• Support continuous improvement activities including quality assurance, infection control and fire/safety programs.

Skills

Customer service

Team supervision

Training program development

Stakeholder communication

Quality assurance

Policy adherence

Education

SPM qualification

Degree in related fields

Job description

Build and strengthen customer loyalty by fostering positive relationships with patients, visitors, consultants, and other stakeholders. Plan, coordinate, and implement customer service training programs for frontline employees to enhance service excellence and patient experience. Oversee the daily operations of the main lobby and supervise the Patient Liaison, Reception, Concierge, and Telephonist teams to ensure efficient and seamless service delivery. Provide regular updates to Management on customer service performance, feedback, concerns, and improvement initiatives. Ensure the consistent delivery of high‑quality customer service across all patient touchpoints and service areas. Implement and uphold KPJ Penang Specialist Hospital's Customer Service policies, Quality Manual requirements, procedures, work instructions, and Customer Service Manual standards. Monitor and understand customer needs and expectations, ensuring services are responsive to patient requirements and aligned with organizational service excellence objectives. Participate in and support activities aimed at the continuous improvement of customer service services, including quality assurance, infection control, and fire and safety programs. mandate reasonable work care, employer cooperation, protective equipment use, patient safety goals, World Alliance recommendations, patient and family rights policies, standard people practice, 5S activities.

Job Requirement

Minimum SPM qualification or equivalent. Degree In related fields are an advantage.

KPJ Healthcare Berhad is founded on the vision of being the preferred healthcare provider in the region. We are focused on delivering world‑class quality healthcare services throughout our regional footprint across 5 countries, namely Malaysia, Indonesia, Thailand, Bangladesh, and Australia. We are in search of remarkable people to join us in exploring and discovering better healthcare solutions together. Whether you are a student, a graduate, or an experienced professional, discover the impact you could make with a career at KPJ.