Head of Customer Care and Experience

KPJ Healthcare; Petaling Jaya; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading healthcare provider in Petaling Jaya seeks an individual to deliver and coordinate service quality training across various service areas. Responsibilities include process improvement, monitoring customer satisfaction metrics, and managing patient feedback for continuous enhancement. The role focuses on customer engagement through loyalty management and ensuring compliance with organizational standards for better service delivery. This position is vital for improving overall patient experience within the healthcare setting.

Responsibilities

• Initiate and coordinate process enhancements to improve service delivery.
• Monitor Customer Satisfaction Index and Net Promoter Score for improvement.
• Manage qualitative patient feedback and facilitate corrective actions.
• Ensure compliance with The KPJ Way / Standard People Practice.
• Engage customers through Loyalty Program to improve 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.