Executive, Guest Relation

***: Manage customer's feedback and assist them by providing prompt service recovery for any grouses reported during their stay in the hospital to ensure customer are satisfied with all service rendered and do not harbor any grievances towards Avisena during their departure. **STANDARD PERFORMANCE**: 1. Demonstrate consistency with Avisena's mission and values. 2. Commit to fully comply with Avisena's Standard professional code of conduct and Organizational Policies and Procedures. 3. Work effectively with others to achieve outcomes. 4. Contribute to a continuous learning environment. 5. Consistently ensure high quality of service and performance. 6. Promote change and innovation to ensure an exceptional level of service and performance. 7. Effectively drive for high-quality results. 8. To take reasonable care at workplace for the safety of oneself, others and to comply with any instruction or measurement on occupational safety, health and environment as required. Reports all accidents/incidents and hazard to the superior and complete the Incident Report Form for each accident/incident. 9. To perform other related duties as assigned and directed by the immediate superior. **DUTIES & RESPONSIBILITIES**: 1. Monitoring of new admission daily updates via system for inpatient visit and ward rounds. 2. Courtesy visit to inpatient room focusing in 3 main groups which are new admission, 2nd admission and cash patient to get their survey feedback on services rendered during their stay in the hospital. 3. Attend, record, compile and assist customer for any grievances or grouses reported during the visit or stay in the hospital. 4. Troubleshoot for any issues that can be immediately resolved within GRU responsibilities and capabilities. 5. Able to execute Customer Feedback Management report within stipulated time period. 6. Provide prompt service recovery prior to patient discharge to ensure complaint has been resolved and no grievances prior and after customer departure. 7. Project excellent customer service, build and sustain good rapport with all customers including doctors and other staff. 8. To work hand in hand with Head of Unit Guest Relations as PIC for Avisena Careline, Voice Logger, and CSI data sampling & formularization. 9. Weekly online hospital performance (Google & Facebook Review). 10. Portray good image of customer service representative by creating professionalism, trustworthy and conducive environment to serve and pleased the customers. 11. Participate in the development and implementation of policies and procedures, in line with Avisena policies to ensure excellence services rendered to patients and customers. 12. Focus, maintain composure and sustain self-confidence level during interaction or communication with patient and customers (via phone calls or direct interaction). 13. Uphold to "Avisena Way Audit" guidelines for Guest Relations (for inpatient visit) in ensuring outstanding services rendered to patient and customer. 14. To ensure that feedback received is kept confidential. 15. To participate actively as main Committee Members of Avisena Mamas & Kids Club. **ACADEMIC QUALIFICATION**: Degree / Diploma **SKILLS & EXPERIENCE REQUIRED**: 1. At least 5 to 7 years working experience in other organization or related field or clinical area. 2. Excellent in both verbal and written in English & Bahasa Malaysia. 3. Knowledgeable and well-vast in hospital daily operation process. 4. Reliable in making immediate decision, provide solutions or ideas. 5. Able to work under pressure and capable of multitasking. 6. Willing to work on overtime or extra hours including public holiday should the need arises. 7. Able to be good team leader and team mate. 8. Computer literate and able to do presentations. 9. Having the ability to speak Mandarin would be an additional advantage. Application Question(s): - Kindly indicate your expected salary: **Language**: - Mandarin (preferred)