Customer Care Assistant

Reporting To:

Customer Care Manager/ Senior Customer Care Executive/ Customer Care Executive (where applicable)

Position Summary:

• Operate multiple-call telephone console and route calls to the appropriate person or location.
• Provide general information on services offered by the hospital.
• Direct guests, patients, relatives and vendors to the appropriate department/ staff.
• Receive complaints and feedback from customers.

Duties and Responsibilities:
Telephone
1. Greet all visitor arrivals and departures and assist as required.
2. Answer all incoming call within three (3) rings, route such calls and take messages accurately.
3. Maintain appropriate telephone records; review telephone bills.
4. Maintain log of telephone activities such as cost and time data, destination and names of individual callers. Make recommendation as appropriate.
5. Operate public address system, auto call or other systems to page/ call employees.
6. Keep tracks of the consignments coming in and going out.
7. Relay accurate information to the correct parties.
8. Keep updated records of the doctors' and Nurse-in-Charge rosters and to ensure knowledge of person on duty.
9. Ensure the relevant information is passed on to next shift and recorded in the daily log book.

Ambassador
1. Greet all visitor arrivals and departures.
2. Assist patients with wheelchair or any other requirements.
3. Responsible for own daily grooming and customer service etiquette.
4. Proactively approach customers and offer assistance.
5. Provide an end to end customer experience and service including;

a. Daily lobby flows (greetings, directions, walk in enquiries and others)
b. Patient feedback collection - CEMPIA (to improve the Hospital's NPS and PSI)
c. CA Apps - assist patient to sign up, appointment booking and other related transactions
d. Promote patient's experience via Google Map Rating and Review
e. Introduce and cross selling ongoing programs in the hospital to the patients and visitors.
6. Ensure high levels of customer satisfaction by being knowledgeable on all products/services being offered i…

Reception
1. Greet every customer/ patient that walks into the hospital.
2. Position at the counter at all times, unless called to attend to customers and/ or patients.
3. Provide customer care to patients and their relatives and/ or attend to enquiries with regards to hospital services and facilities from the public or corporate clients.
4. Register, screen and assign patients to the appropriate wards/consultants. Accompany patients to the appropriate wards.
5. Assist with telephone appointments for consultants.
6. Explain about visiting hours, passes, admission kit, valuables, tariff sheets, phone activation, café, nurse stations, folders, wrist band, room familiarization, provides important phone numbers etc. if required.
7. Monitor bed status - for visitor enquiry.
8. Assist Marketing Service to consolidate and promote hospital services and facility information i.e. promotions, packages via brochures and pamphlets.
9. Be the contact point in handling complaints, compliments and feedbacks.
10. Actively request for customer feedback via CEMPIA.
11. Give immediate attention if there is a complaint, get assistance from CCE/CCM.
12. Assist and play an active role in all department activities i.e. Health camps, health check programs and in-service meetings.
13. Distribute daily newspapers and enquiries about the patient's stay.

Other Duties
1. Daily visit to patients and relatives.
2. Assist in coordinating health screening for corporate/ non corporate customers.
3. Report any unusual activities that occurred at the facility to CCE/CCM.
4. Arrange for any other services requested by patients and relatives, e.g. taxi phone calls.
5. Carry out work as assigned or requested.

Education and Requirements:

• SPM or its equivalent / Diploma from any related field.
• Preferably with 2 years of experience.
• Preferably with experience in the service industry, ideally in airline services, premier banking or hotel environment
• Be conversant in English and Bahasa Malaysia, both written and oral.
  

Special Demands:

• Good interpersonal skill.
• Able to communicate well.
• Be polite to patients /relatives.
• Possess a high standard of personal appearance and good interpersonal skills.
• A good team player, energetic and dynamic with passion for customer service.