Job description
Join a leading healthcare provider as a Customer Service Manager (Hospital) based in Kuala Lumpur. We are seeking a dedicated and experienced professional to elevate our patient experience, forge high-performing service teams, and optimize every touchpoint in the hospital’s customer journey. In this pivotal role, you will lead and empower a team of front-line personnel, manage patient satisfaction initiatives, and develop innovative strategies to consistently deliver excellence in service. If you have a passion for healthcare and a track record of spearheading customer-centric change within fast-paced environments, we invite you to make a meaningful impact with us. Advance your career and help set new standards in hospital-based customer service.
Responsibility
- Lead, mentor, and motivate the customer service team to deliver exceptional service to all patients and visitors.
- Develop, implement, and monitor patient experience programs, ensuring continuous improvement in service delivery.
- Resolve complex complaints, concerns, and feedback with professionalism and empathy.
- Collaborate with hospital departments to streamline processes and enhance the overall patient journey.
- Develop and track key performance indicators (KPIs) for customer service excellence.
- Conduct regular training and assessment for front-line staff to ensure best practices and up-to-date knowledge.
- Prepare reports and present key patient satisfaction trends to hospital leadership.
- Stay informed of industry trends and apply innovative techniques to improve patient care and service efficiency.
Qualification
- Bachelor’s degree in Hospitality, Business Administration, Healthcare Management, or a related field.
- Minimum 4 years of experience in customer service management, preferably within a hospital or healthcare setting.
- Strong leadership and people-management abilities with a successful track record in team development.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proven ability to manage multiple priorities and remain calm under pressure.
- Knowledge of patient satisfaction and service quality standards.
- Proficiency in MS Office and experience with hospital management or CRM systems is an advantage.
- Fluency in English and Bahasa Malaysia; additional languages are a plus.