HEAD, CUSTOMER CARE & EXPERIENCE

KPJ Sri Manjung Specialist Hospital; Perak; On-site; MYR 72,000 - 120,000; Full time

Job summary

KPJ Sri Manjung Specialist Hospital in Perak, Malaysia, is seeking a customer experience lead to drive service strategy, process transformation and performance improvement. The role focuses on analyzing feedback, monitoring CSI and NPS, delivering service quality training, and enhancing loyalty programs to boost patient retention and engagement.

Candidates should possess a degree and at least 5 years in customer service, with fluency in English and Bahasa Melayu, and willingness to travel for

Qualifications

• Degree in any discipline; 5 years of experience in Customer Service
• Excellent communication skills in English and Bahasa Melayu

Responsibilities

• Deliver and coordinate service quality training in all service areas for continuous improvement in communication and behavior interactions.
• Initiate and coordinate process enhancements to optimize efficiency of service delivery systems.
• Monitor CSI and NPS to identify opportunities for improvement in processes, environment and communication behavior.
• Manage qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.
• Monitor and facilitate ambiance or aesthetic enhancements for better patient perception and experience within the hospital.
• Manage customer engagement through Loyalty Program to improve retention and episode frequency.

Skills

Customer service

Public relations

Education

Degree in any discipline

Job description

SUMMARY OF DUTIES

• 1.Lead customer experience strategy, process transformation, performance improvement management, talent development and mind-set & culture. To initiate process enhancement in all service areas for the purpose of optimizing efficiency of service delivery systems.
• 2.To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.
• 3.To monitor Customer Satisfaction Index (CSI) & Net Promoter Score (NPS) for the purpose of identifying and recommending opportunities for process improvement and behavioral enhancement.
• 4.To deliver the service quality training in all service areas for the purpose of continuous improvement in communication and behavior interactions. Drive process improvements within/across departments and influence improvement external to the department.
• 5.To manage customer engagement through loyalty programs for the purpose of customer retention and improving the frequency of customer episodes. Provides ongoing performance management training and conducts timely formal performance appraisals for direct reports.

MAIN DUTIES RESPONSIBILITIES

• 1.To deliver and coordinate the service quality training in all service areas for the purpose of continuous improvement in communication and behavior interactions.
• 2.To initiate and coordinate process enhancement in all service areas for the purpose of optimizing efficiency of service delivery systems.
• 3.To monitor Customer Satisfaction Index (CSI) and Net Promoter score (NPS) for the purpose of identifying and recommending opportunities for process improvement, environmental enhancement and communication/behavioral enhancement.
• 4.To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.
• 5.To monitor and facilitate, if necessary, ambiance or aesthetic enhancements and/or corrective actions for the betterment of the patients perception and experience within the hospital.
• 6.To manage customer engagement through Loyalty Program for the purpose of customer retention and improving the frequency of customer episodes.
• 7.To prepare, compile and analyze all data collection for monthly and quarterly reporting to KPJ Management as required.
• 8.To perform any other duties as and when required / directed by the General Manager / Operation Manager designated by the Company.

QUALIFICATIONS REQUIRED

Degree in any discipline 5 years experiences in Customer Service

EXPERIENCE REQUIRED

Minimum of degree in any field or 5 year’s experiences in Public Relations or Customers service. Minimum age 25 years and above Able to communicate fluently and write in English language and Bahasa Melayu. Willing to attend outstation work when required. Computer Literate

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.