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Customer Service Manager

Salary undisclosed

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Job Purpose

To manage and lead assigned teams to provide excellent customer service experience and services while achieving the Corporation’s objectives and mission by working with all stakeholders to ensure customer satisfaction and retention.

Job description

  • To manage customer service, telephone operator, and concierge teams.
  • Ensure that all customers’ inquiries and feedback are promptly looked at and accurate information is provided to the customers/patients.
  • Ensure staff comply with the basic customer service courtesy protocol – greetings, smile, and eye contact to address customers appropriately.
  • To do periodic planning on the sufficiency of manpower and equipment (i.e.: wheelchairs, trolleys, etc) to ensure that customers’ needs are met within a shorten period.
  • Assist VVIP/VIPs in the logistics around the hospital (i.e.: registration, escorting, etc) where required.
  • To ensure sufficient staffing to support daily operation and allocate appropriate resources accordingly.
  • To work closely with the management team and ensure proper follow through for all complaint cases until resolution.

Job requirement

  • Degree in Customer Service, Nursing, or other related fields.
  • Minimum of 7 years experience in Customer Service or the Hospitality industry.
  • Excellent communication skills, compassion, and empathy.
  • Ability to work under pressure.
  • Effective decision-making and problem-solving skills.