SUPERVISOR, CUSTOMER CARE - EXPERIENCE

KPJ Healthcare; Kangar; On-site; MYR 50,000 - 84,000; Full time

Job summary

KPJ Healthcare seeks a Customer Care & Experience Supervisor to oversee daily operations, manage patient feedback, and drive service improvements across the hospital. You will coordinate engagement, training, and reporting to leadership, ensuring a patient-centered approach.

The role requires strong communication, coaching, and problem-solving skills, with proficiency in English and Bahasa Malaysia. Join us to elevate patient experience and loyalty.

Qualifications

• Possess a minimum of a Diploma or an equivalent qualification.
• Proficiency in spoken English and Bahasa Malaysia.

Responsibilities

• Supervise the daily operations of Customer Care & Experience services.

Skills

Excellent communication

Interpersonal skills

Problem solving

Conflict resolution

Coaching frontline staff

Presentation and training

Microsoft Office

Report writing

Education

Diploma or equivalent qualification

Tools

Microsoft Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

JOB DESCRIPTION

• Supervise the daily operations of Customer Care & Experience services.
• Manage patient feedback, complaints, compliments, and service recovery activities.
• Act as a liaison between patients, families, and hospital management.

Monitor and analyze patient satisfaction and customer experience indicators.

Coordinate patient engagement and customer retention initiatives.

Ensure compliance with customer service policies, procedures, and service excellence standards.

Conduct customer service training, coaching, and awareness programs for staff.

Support the implementation of quality improvement initiatives related to patient experience.

Prepare reports and recommendations for management regarding customer service performance.

Foster a culture of empathy, professionalism, and patient-centered care across the organization.

Actively promote the KPJ Cares membership programme to patients and visitors to enhance engagement and customer loyalty.

JOB REQUIREMENT:

Education:

• Possess a minimum of a Diploma or an equivalent qualification
• Proficiency in spoken English and Bahasa Malaysia.

Knowledge and Experiences:

• At least 1 to 2 years in a supervisory role is preferred
• Experience handling : Patient complaints and grievances, Service recovery, Customer feedback managementand Customer satisfaction surveys (NPS, patient satisfaction)

Core Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to coach and supervise frontline staff.
• Good presentation and training skills.
• Proficient in Microsoft Office (Excel, PowerPoint, Word).
• Strong report writing and documentation skills.
• Ability to work under pressure and manage difficult situations professionally.