SUPERVISOR, CUSTOMER CARE & EXPERIENCE

KPJ Perlis Specialist Hospital; Malaysia; On-site; MYR 78,000 - 112,000; Full time

Job summary

KPJ Perlis Specialist Hospital is seeking a CCX Supervisor to supervise daily Customer Care & Experience operations and coordinate patient feedback, complaints, and service recovery.

You will act as a liaison between patients, families and management, monitor satisfaction metrics, and lead staff training to uphold empathy and professionalism.

This role emphasizes patient engagement, loyalty programs, and continuous service improvement across the hospital.

Qualifications

• Diploma or equivalent qualification required.
• Proficiency in spoken English and Bahasa Malaysia.
• 1–2 years of supervisory experience preferred.
• Experience handling patient complaints and feedback.
• Strong communication, presentation, and reporting skills.

Responsibilities

• Supervise daily Customer Care & Experience operations.
• Manage patient feedback, complaints, compliments and service recovery.
• 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 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.

Skills

Communication

Interpersonal skills

Problem-solving

Conflict resolution

Coaching

Training

Presentation skills

Report writing

Documentation

Work under pressure

Customer-focused mindset

Empathy

Team player

Professional appearance

Confidentiality

Education

Diploma or equivalent qualification

Tools

Microsoft Office

Excel

PowerPoint

Word

Job description

GENERAL DESCRIPTION

Responsible for supervising and coordinating customer care activities to ensure the delivery of exceptional patient experiences and service excellence throughout the hospital. The role focuses on managing patient feedback and grievances, monitoring service quality standards, supporting patient engagement initiatives, and ensuring that customer concerns are addressed promptly, professionally, and effectively. The CCX Supervisor works closely with clinical and non-clinical departments to promote a patient-centered culture, enhance customer satisfaction, and support continuous service improvement in alignment with the hospital's mission, vision, and values.

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 management and 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. Personal attributes Customer-focused mindset. Professional appearance and conduct. Empathetic and patient-oriented. Positive attitude and team player. High integrity and confidentiality. Initiative-driven and result-oriented.

KPJ Healthcare Berhad is founded on the vision of being the preferred healthcare provider in the region. We are focused on delivering world‑class quality healthcare services throughout our regional footprint across 5 countries, namely Malaysia, Indonesia, Thailand, Bangladesh, and Australia. We are in search of remarkable people to join us in exploring and discovering better healthcare solutions together. Whether you are a student, a graduate, or an experienced professional, discover the impact you could make with a career at KPJ.