Customer Service Representative

Position Overview: The Customer Service Representative at TSMC plays a vital role in ensuring a positive experience for patients and visitors. Your responsibilities will include assisting patients, resolving conflicts, facilitating communication, providing mobile support throughout the hospital, and collecting feedback to enhance service delivery. This position requires a strong ability to interact with diverse individuals, maintain composure under pressure, and contribute to a seamless patient experience. Reporting to: Head of Marketing Key Responsibilities: 1. Patient Assistance: • Welcome and assist patients upon their arrival at the hospital. • Provide essential information about appointments, including schedules and locations, and guide patients to the correct departments. • Address and resolve initial inquiries or concerns regarding hospital services, ensuring that patients feel supported and informed. 2. Conflict Resolution: • Serve as the primary point of contact for conflict resolution, acting as a mediator between patients and hospital staff. • Work to resolve issues swiftly and efficiently, maintaining a calm and professional demeanour. • Escalate unresolved issues to department heads or management as necessary, ensuring that all concerns are addressed appropriately. 3. Communication: • Uphold clear and effective communication with patients and staff, ensuring that everyone is informed and up to date with relevant information. • Manage the dissemination of information regarding hospital policies, procedures, and services, ensuring that it is accurate and accessible. 4. Mobile Support: • Deliver on-the-spot assistance and support to patients throughout the hospital, ensuring that their journey is smooth and obstacle-free. • Provide guidance and resources to patients as needed, helping them navigate the hospital environment with ease. • Respond promptly to any requests or needs from patients, ensuring that they receive timely support. 5. Feedback Collection: • Gather feedback from patients regarding their experience and service satisfaction, using various methods such as surveys and interviews. • Report and analyse feedback data to identify areas for improvement in service delivery, contributing to ongoing quality assurance efforts. • Share insights and recommendations with management, helping to shape future service enhancements.