Senior Executive Customer Service

Sunway Medical Centre Ipoh; Ipoh; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading healthcare provider in Ipoh seeks a Customer Service Executive to manage patient inquiries and provide exceptional service. Candidates must hold a Bachelor’s Degree in a relevant field and have 3–5 years of experience in a healthcare or hospitality setting. Responsibilities include assisting patients and addressing feedback promptly. Strong communication, leadership, and problem-solving skills are essential for this role.

Qualifications

• Minimum 3–5 years of experience in a hospital or hospitality customer service environment.
• Experience in handling customer queries and providing clear explanations.
• Ability to triage and understand patients’ medical conditions.

Responsibilities

• Receive customers’ enquiries and provide the information required.
• Assist VVIP/VIPs in logistics around the hospital.
• Log complaints and notify respective superior promptly.

Skills

Excellent communication

Interpersonal skills

Leadership

Problem-solving

Service recovery

Education

Bachelor’s Degree in Business Administration, Healthcare Management, Hospitality, or related field

Job description

Overview

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To stimulate a cultural change, be proactive and to enhance the quality of care and customer service provided to all of the hospital’s customers and/or patients.

Core Duties

• Receive customers’ enquiries (walk-in or via telephone) and provide the information required
• Providing clear directions of Hospital’s facilities to customer upon inquiry
• Handling customer/patients’ queries and providing clear explanations and information
• Triaging /understanding patients’ medical condition so as to be able to provide correct/appropriate referral to the consultants
• To assist the VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required
• To conduct patient rounds within the hospital (i.e.: wards, outpatient departments, admission/discharge areas, A&E, etc)
• To assess/screen patients during rounds in order to provide immediate assistance where required
• To address to all customers’ feedbacks promptly and professionally
• To calm angry complainant and to bring them to the discussion room, to avoid any interruption and misunderstandings
• To log in all complaints received and to notify respective superior immediately
• To draft reply letters (None clinical) for the complainants based on the input provided by the relevant departments’ HOD (where required)

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Healthcare Management, Hospitality, or related field.
• Minimum 3–5 years of experience in a hospital or hospitality customer service environment.
• Excellent communication and interpersonal skills.
• Strong leadership, problem-solving, and service recovery abilities.

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Your application will include the following questions:

• Which of the following Microsoft Office products are you experienced with?
• 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 Customer Service Executive?
• Do you have customer service experience?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?

What can I earn as a Customer Service Executive