Customer Care Manager

Our Client is an internationally accredited, multi-disciplinary and tertiary care private hospital located in the Klang Valley Region. It was recognized in 2021 for its excellence as imperatives in the digital health industry. As part of their growth plans, they are seeking to hire a dedicated and experienced Customer Care Manager to be part of their team.

Responsibilities:

1. Manage customer feedback through various available sources i.e. feedback form, email, website, letter.
2. Ensure feedback received are handled in a timely manner, effectively and resolved in a professional manner.
3. Responsible to lead investigations and follow-ups with customers and Department/Unit Heads & recommending appropriate solutions and actions to resolve the matter.
4. Lead and involve in training programs related to customer service and patient experience.
5. Identify operational risks, design & implement suitable programs to address the risks identified.
6. Ensure timely updates of cases to Head of Department to mitigate risk to the Hospital.

Key Requirements:

1. Degree or Diploma in Nursing or any other related discipline.
2. Possess 8 years and above working experience. Experience in healthcare/hospitality industry is an added advantage.
3. Certifications related to Quality Customer Service, experience in hospital accreditation certification preparations will be an added advantage.
4. Good communication and negotiation skills.
5. Ability to handle difficult situations with complaints.
6. Fluent in spoken and written English and Bahasa Malaysia.

Remunerations & Benefits:

1. Those with direct industry experience with higher salary bracket will be considered.
2. Opportunity for career growth.

Consultants-in-charge: