Senior Executive, Customer Service

Sunway Medical Centre Penang; Seberang Perai; On-site; MYR 36,000 - 58,000; Full time

Job summary

Sunway Medical Centre Penang is seeking a Customer Service Executive to professionally handle patient feedback and inquiries, ensuring timely resolution in line with the grievance SOP. You will coordinate with departments and HODs for investigations and service recovery, and conduct daily ward rounds to collect feedback forms.

You will prepare monthly reports on feedback and customer satisfaction, assist walk-ins, email and phone inquiries with accurate hospital information, mentor new staff,

Qualifications

• Diploma in Nursing, Hospitality, or customer service-related fields.
• Minimum 2 years in customer service, preferably in a hospital or clinic.
• Proficient in English, Mandarin & Bahasa Malaysia; able to communicate in English and Mandarin.
• Experience handling complaints, inquiries and service improvement processes.

Responsibilities

• Handle and resolve patient feedback and complaints promptly as per SOP.
• Coordinate with departments and HODs for investigations and service recovery.
• Conduct daily ward rounds to collect feedback forms and address concerns.
• Prepare and compile monthly reports on feedback and customer satisfaction.
• Attend to walk-in, email, and phone inquiries and provide accurate hospital information.
• Support team members, mentor new staff, and promote a positive environment.
• Monitor customer service metrics and identify improvement areas.
• Uphold service professionalism and confidentiality at all times.

Skills

Calm demeanour

Interpersonal skills

Problem solving

Teamwork

MS Office

Education

Diploma in Nursing, Hospitality, or Customer Service-related fields

Tools

Microsoft Office

Job description

Handle and resolve patient feedback and complaints professionally and promptly, as per grievance SOP.

Coordinate with departments and HODs for case investigations and service recovery.

Conduct daily ward rounds to collect feedback forms and address concerns.

Prepare and compile monthly reports on feedback and customer satisfaction.

Attend to walk-in, email, and phone enquiries and provide accurate hospital-related information.

Support team members, mentor new staff, and promote a positive, collaborative environment.

Monitor customer service metrics and identify areas for improvement.

Uphold service professionalism and confidentiality at all times.

Requirements:

Education: Diploma in Nursing, Hospitality, or Customer Service-related fields.

Languages: Proficient in English, Mandarin & Bahasa Malaysia. We are seeking candidates proficient in both English and Mandarin to effectively communicate with our diverse client base and stakeholders.

Minimum 2 years in customer service, preferably in a hospital or clinic setting.

Experience handling complaints, inquiries, and service improvement processes.

Skills:

Calm, empathetic, and professional demeanor

Good interpersonal and problem-solving skills

Able to work independently and as part of a team

Proficient in Microsoft Office (Word, Excel, PowerPoint)

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• 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?
• Which of the following Microsoft Office products are you experienced with?
• Do you have customer service experience?

Sunway Healthcare is part of the Sunway Group, one of Malaysia's largest conglomerates with core interest in property, construction, education and healthcare. The group currently runs Sunway Medical Centre, which is one of the largest private tertiary hospitals in the region with 636 beds and is accredited with the Australian Council on Healthcare Standards (ACHS). The group is also building 5 more hospitals in different cities in Malaysia which will complete in stages over the next four years.

What can I earn as a Customer Service Executive