Head of Customer Care and Experience

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading healthcare provider in Kuala Lumpur is seeking a Head of Customer Care to lead the customer service team and enhance the customer experience. The ideal candidate will have over 8 years of management experience in customer service, particularly in the healthcare industry. Responsibilities include developing strategies, coaching the team, and analyzing feedback to improve services. This full-time role offers competitive salary and employee benefits in a supportive work environment.

Benefits

Competitive salary

Comprehensive benefits package

Opportunities for professional development

Focus on work-life balance

Qualifications

• 8+ years in customer service management, preferably in healthcare.
• Proven leadership abilities and team motivation skills.
• Strong understanding of customer service best practices.

Responsibilities

• Develop and implement customer service strategies.
• Manage and lead the customer service team.
• Analyze customer feedback to identify improvement areas.
• Collaborate with teams to enhance the customer journey.

Skills

Customer service management

Leadership

Communication

Problem-solving

Data analysis

Education

Degree in Business, Communications, or related field

Job description

About the role

As the Head of Customer Care and Experience at Damansara Specialist Hospital 2, you will be responsible for leading the customer service team and ensuring an exceptional customer experience across all touchpoints. This is a full-time role based in Kuala Lumpur, where you will play a crucial role in driving the company\'s customer-centric strategy and overseeing the delivery of high-quality service to our valued patients.

What you\'ll be doing

• Develop and implement customer service strategies and policies to enhance the overall customer experience
• Manage and lead the customer service team, providing coaching, training and support to ensure excellent service delivery
• Monitor and analyze customer feedback and data to identify areas for improvement and implement effective solutions
• Collaborate with cross-functional teams to streamline processes and enhance the customer journey
• Develop and maintain strong relationships with key stakeholders, including customers, to understand their needs and expectations
• Ensure compliance with relevant regulations and industry best practices in customer service
• Continuously explore new technologies and innovations to enhance the customer experience
• Contribute to the overall strategic direction of the customer care and experience function

What we\'re looking for

• Proven track record of at least 8 years in a customer service management role, preferably in the healthcare industry
• Excellent communication, interpersonal and problem-solving skills
• Strong leadership abilities and the ability to motivate and inspire a team
• Proficiency in data analysis and customer experience metrics
• In-depth understanding of customer service best practices and industry trends
• Ability to work collaboratively with cross-functional teams
• Degree in Business, Communications, or a related field

What we offer

At KPJ Healthcare Berhad, we are committed to providing our employees with a supportive and rewarding work environment. We offer a competitive salary, comprehensive benefits package, and opportunities for professional development and career advancement. Our focus on work-life balance and employee well-being ensures that you can thrive both personally and professionally.

About us

KPJ Healthcare Berhad is a leading private healthcare provider in Malaysia, with a network of hospitals and medical centers across the country. Our mission is to provide high-quality, patient-centric healthcare services, and we are committed to continuous improvement and innovation. Join our team and be a part of our journey to deliver exceptional healthcare experiences.

Apply now

What you\'ll be asked during the application

• What\'s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years\' experience do you have as a Head of Customer Care?