Head of Customer Experience & Service Transformation

KPJ Sri Manjung Specialist Hospital

Perak

On-site

MYR 72,000 - 120,000

Full time

14 days+

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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.