Patient Experience & Complaint Resolution Specialist

Sunway Medical Centre; Seberang Perai; On-site; MYR 100,000 - 150,000; Full time

Job summary

A healthcare institution in Penang is seeking a dedicated Customer Service Officer to handle customer complaints and generate monthly feedback reports. The ideal candidate has a diploma/degree in Customer Service, with 2–3 years of relevant experience in healthcare or hospitality, and fluency in Mandarin is preferred. Responsibilities include addressing customer inquiries, maintaining complaint logs, and ensuring exceptional service standards while being sensitive to patients' emotional needs.

Qualifications

• 2–3 years of related experience in service line/customer services, preferably healthcare or hospitality background.
• Fluency in Mandarin (both written and spoken) preferred.

Responsibilities

• Address customer feedback promptly and professionally.
• Generate monthly feedback reports.
• Collect daily feedback forms.
• Maintain a log tracking system for complaints until resolved.
• Handle customer enquiries and provide required information.

Skills

Customer service

Handling complaints

Multilingual proficiency

Communication skills

Emotional intelligence

Education

Diploma/degree in Customer Service related areas

Job description

A healthcare institution in Penang is seeking a dedicated Customer Service Officer to handle customer complaints and generate monthly feedback reports. The ideal candidate has a diploma/degree in Customer Service, with 2–3 years of relevant experience in healthcare or hospitality, and fluency in Mandarin is preferred. Responsibilities include addressing customer inquiries, maintaining complaint logs, and ensuring exceptional service standards while being sensitive to patients' emotional needs.