Assistant Customer Service Manager

Full Time, onsite
Pantai Hospital Ipoh
Ipoh, Malaysia

RM 3,500 - RM 4,500 / Per Mon

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Job Summary

The Assistant Customer Service Manager will be responsible for assisting the Head of Department on the daily operations of the Customer Service Department activities, policies, and procedure and to ensure excellent service standards and maintain high customer satisfaction. You are required to participate in all aspects of customer service related and to act as the service ambassador, allowing the customer a face-to-face channel of communication, to highlight compliments and any complaint/issues they might have, regular communicate with customers, seek their feedback, fulfill, and anticipate their requirements where possible to departments concerns and increase excellent level. One of the important areas is managing patient grievance mechanisms in an efficient and timely manner. To ensure the smooth operation and development of the Customer Service function of the entire Hospital. Assist in ensuring the successful implementation of all Customer Service campaigns and projects of the Hospital, as well as compliance with all Standard Operating Procedures.

Duties and Responsibilities

To serve as the key liaison person dealing with all customer feedback (face-to-face). Complaints must be managed well by the Customer Service team for further action.
To ensure all customers’ feedback and requirements are dealt with efficiently and confidentially.
Managing the gathering, documentation, analyzing and monitoring customer’s feedback. Prepare reports and findings monthly to HOD.
Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer-term solution is provided.
Work closely with all HODs on customers’ feedback, fulfilment, and expectation for continuous service improvement.
Manage international translators and monthly reporting of service provision.
To provide face to face enquiries, VIP service, escorting, visiting the long-stay patient and other special services required from time to time.
Enhance personal professional growth and development through reading or relevant literature, as well as attendance to relevant training programs (Internal or external).
Administers organizes and conducts training programs for clerical, technical, and lower-level management personnel to ensure competency, commitment and compliance with service excellence programs and initiatives.
Assessing the skills and knowledge of employees and determining what training is needed to grow and retain these skills to ensure that the team are skilled, trained, coached, and developed to enable them to deliver high-quality service and support.
To continuously improve Customer Service’s operating procedure, manuals and detailed policies and procedures.
Maintain effective communication links with all hospital’s consultants and staff.
Assess the implementation and consistency of the customer service and patient experience in all departments.
Conducting quality checks using interviews, surveys, and audits to check on the functionality of a process and whether it is running according to the required standards.
Conduct team briefings and monthly communication sessions to keep the team updated with the current happenings, promotions, and changes within the hospital to ensure that the service level standard is maintained at the highest level.
To provide coaching and counselling for all Customer Service staff.
Responsible for conducting the Customer Service Orientation Program and other ongoing Customer Service training.
Responsible for staff annual and yearly employees’ performance appraisal.
Present to the management the quarterly service improvement – QS First report.
To monitor and ensure Customer Service Quality Performance is managed well.
Immediately report any arising matters to the CEO as and when necessary. always Keeping CEO well informed.
Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit.
Responsible for being engaged in the department and Hospital Quality Indicators.

Education Requirement

Degree holder in a relevant field and / or 5 years’ experience in a similar position.
Ability to read and write in English and Bahasa Malaysia.
Knowledge of other languages is an added advantage.

Experience / Knowledge Requirements