Customer Service Manager

Job Summary The Customer Service Manager will be responsible for 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. Roles & 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. • Conduct Customer Service Committee Meeting monthly. • 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. • Perform other related duties as may be assigned or delegated by the Superior from time to time. • To provide coaching for all Customer Service and Service Excellence related training staff. • 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. • Ensure daily operations are carried out smoothly. • Assist and ensure smooth facilitation of all VIPs, corporate customers, and special visitors. • Ensure Division Head and CEO are updated on VIPs and Special patients, or any other matters arising. • Ensure the distribution, collection and data collation of Feedback Forms are carried out smoothly according to KPIs set up. • Establish monthly reports of patient and customer satisfaction through statistical data collected both internally and externally. This is done via the monthly Customer Service Committee Meeting. • Prepare duty roster to be submitted to HR Dept monthly. • Addresses all Customer Experience Observations, attentions, and trainings in her capacity. • Responsible for dealing with any complaint especially involving consultants and channeled it back to the relevant department for investigation and communicate back to the complainant with the findings.