Customer Service Executive

Mahkota Medical Centre Sdn Bhd

Job Overview

Supervising front-liners and patient logistics services from the pick-up points, call center, and online/telephone inquiries.

To collaborate with respective departments to handle customer complaints and effectively communicate with patients and family members.

Job Responsibilities

  • Provide excellent frontline services (e.g., greeting, managing crowds, understanding the process of patient visas at the immigration center, communicating across internal departments, managing schedule services for foreign patients at jetty/airport, attending and confirming ferry flight schedules, and identifying patients' attention and needs).
  • Provide patient care services by rounding at wards to visit patients, responding to any feedback or inquiries timely, and organizing patient care activities in conjunction with the festival.
  • Manage the contact center including emails, online referrals, helpdesk via message, and customer service software.
  • Provide and analyze customer satisfaction surveys (e.g., Outpatient & Inpatient satisfaction survey, NPS score, social media, Service Excellence).
  • Perform customer service recovery.
  • Perform risk and quality management.

Qualification and Requirements

  • Minimum Degree in any field or equivalent.
  • Preferably 1-2 years of experience in the Customer Service field, either in Hospital/Healthcare. Fresh graduates are encouraged to apply.
  • Basic knowledge of Microsoft Office.
  • Working hours: Monday to Saturdays (alternate).
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Vacancy posted 3 days ago

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