Head of Customer Care and Experience

KPJ Healthcare Berhad; Petaling Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading healthcare provider in Malaysia is seeking an individual to deliver and coordinate service quality training across various service areas. The role involves monitoring customer satisfaction indices and managing customer feedback to enhance patient experiences. Applicants should possess skills in process improvement and customer engagement. This is an on-site position located in Petaling Jaya, offering a dynamic work environment focused on continuous improvement.

Responsibilities

• Deliver and coordinate service quality training for continuous improvement.
• Initiate process enhancements to optimize efficiency.
• Monitor Customer Satisfaction Index and Net Promoter Score for improvement opportunities.
• Manage customer feedback for continuous improvement.
• Engage customers through Loyalty Program for retention.

Job description

To deliver and coordinate the service quality training in all service areas for continuous improvement in communication and behavior interactions.

Responsibilities

• Process improvement:
  • To initiate and coordinate process enhancement in all service areas to optimize efficiency of service delivery systems.
• Customer Service Indexing (CSI) & Net Promoter Score (NPS):
  • To monitor Customer Satisfaction Index (CSI) and Net Promoter score (NPS) to identify and recommend opportunities for process improvement, environmental enhancement and communication/behavioral enhancement.
  • To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.
  • To monitor and facilitate, if necessary, ambiance or aesthetic enhancements and/or corrective actions for the betterment of the patient's perception and experience within the hospital.
• Customer Loyalty Management:
  • To manage customer engagement through Loyalty Program for customer retention and improving the frequency of customer episodes.
  • To prepare, compile and analyze all data collection for monthly and quarterly reporting to KPJ Management as required.
• Ensure adhere to The KPJ Way / Standard People Practice (SPP):
  • To ensure compliance at all points of engagement with patients/ customers/ guests.
• Other Duties:
  • To perform any other duties as and when required / directed by the General Manager / Operation Manager designated by the Company.