Customer Relations Supervisor

Private Advertiser; St. Peter Village; On-site; PHP 420,000 - 540,000; Full time

Job summary

Private Advertiser is seeking a Customer Relations Supervisor to plan, implement, and oversee programs that enhance patient satisfaction and service excellence. The role focuses on prompt handling of concerns and promoting a patient-centered culture across the organization.

The successful candidate will lead strategy development for customer service, supervise staff, monitor KPIs, and ensure compliance with hospital policies while driving continuous improvement in patient experience.

Qualifications

• Minimum of 3–5 years of experience in customer service and hospitality or related field.
• At least 2 years of supervisory or managerial experience preferred.
• Experience in hotel or high customer-servicing industry is an advantage.

Responsibilities

• Lead Customer Experience Management to improve patient satisfaction and service delivery.
• Oversee Complaint and Feedback Management and ensure timely resolution.
• Administer Patient Satisfaction Programs and develop action plans.
• Drive Service Excellence initiatives and establish service standards.
• Conduct Staff Training and Development on customer service skills.
• Collaborate with departments on quality improvement and patient safety.
• Prepare monthly/quarterly customer relations reports and monitor KPIs.
• Ensure Compliance with accreditation standards and privacy regulations.

Skills

Customer service

Supervisory experience

Hospitality industry experience

Education

Bachelor's degree in Business Administration, Healthcare Administration, Nursing, Hospitality Management, Psychology, Public Administration, Communications

Master's degree in Healthcare Administration (MHA), Business Administration (MBA), or related field (advantage)

Job description

The Customer Relations Supervisor is responsible for planning, implementing, and overseeing programs that enhance customer satisfaction, customer experience, and service excellence. The role ensures that customer concerns, feedback, and complaints are managed promptly and professionally while promoting a customer-centered culture throughout the organization.

Key Duties and Responsibilities

Customer Experience Management

• Develop and implement customer service strategies to improve patient satisfaction.

• Monitor and evaluate customer experience and customer satisfaction metrics.

• Ensure consistent delivery of excellent customer service across all departments.

• Recommend process improvements based on feedback and survey results.

Complaint and Feedback Management

• Receive, investigate, and resolve customer and family complaints in a timely manner.

• Coordinate with department heads to address service issues and implement corrective actions.

• Maintain a complaint management database and prepare trend analyses.

• Ensure compliance with hospital policies and regulatory requirements related to customer relations.

Patient Satisfaction Programs

• Administer customer satisfaction surveys and analyze results.

• Develop action plans to improve satisfaction scores.

• Coordinate patient engagement and recognition initiatives.

Service Excellence

• Lead company-wide customer service improvement initiatives.

• Develop and monitor customer service standards.

• Promote a culture of empathy, compassion, and professionalism.

Staff Training and Development

• Conduct customer service training and orientation for employees.

• Coach department managers on handling difficult customer situations.

• Promote effective communication and conflict resolution skills.

Collaboration

• Participate in quality improvement and customer safety committees.

• Coordinate with Risk Management regarding customer-related concerns.

Reporting

• Prepare monthly and quarterly customer relations reports.

• Monitor key performance indicators (KPIs), including patient satisfaction, complaint resolution time, and service recovery outcomes.

• Present recommendations to senior management.

Compliance

• Ensure compliance with accreditation standards related to customer rights and customer service.

• Maintain confidentiality of customer information in accordance with applicable privacy regulations and l policies.

Education

• Bachelor\'s degree in Business Administration, Healthcare Administration, Nursing, Hospitality Management, Psychology, Public Administration, Communications, or a related field.

• Master\'s degree in Healthcare Administration (MHA), Business Administration (MBA), or a related field is an advantage.

Experience

• Minimum of 3–5 years of experience in customer service, and hospitality, or a related field.

• At least 2 years of supervisory or managerial experience is preferred.

• Experience in a hotel or any high customer servicing industry is an advantage.