Customer Service Officer

1 week ago

Nilai, Malaysia Aurelius Hospital Nilai Full time

1. Conduct and compile patient survey, ensure all feedbacks and grievances from customers are addressed in a timely and effective manner.

2. Plan, organise and execute of festive decoration align with national festive season.

3. Assist to plan / work with Marketing department to organise events / activities for in patient, care giver and members to enhance their experience stay in the hospital and to ensure availability and accessibility of marketing and promotional material at all sections of the hospital.

4. Maintain patients’ database for relationship management purposes. Responsible to handle and coordinate visitors visit to Hospital (Malaysia, Foreigners and VIPs), including matters of housing, transportation and immigration.

5. Conduct regular in-house trainings for department staffs to increase overall customer service level, and to minimize complaints and maximise customer satisfaction.

6. To be knowledge in clarifying patient care system and provide excellent customer services & patients support for patients / survivors / customers.

7. Create positive experience for patients includes but not limited to educating patients on their value of their care and to allay patients fear prior to and during treatment.

8. Assist in other departments where and when necessary, includes but not limited to provide chaperon, porter and translation service.

9. In charge patient lounge management, to assist in handling telephone operator, ensure the Call System is running smoothly and to Monitor all incoming and out-going calls, prevent abandoned calls.

10. Assist HOD to prepare census and monthly report.

11. Personally adhere and uphold the Patient & Family Rights and Responsibilities (PFRR) in handling patients and their families at all time.

12. Take part in all quality and safety related initiatives and contribute towards the continuous improvement of the hospital.

13. Any other related duties & responsibilities that may be directed by Executive or Management.

**Salary**: RM1,600.00 - RM1,900.00 per month

**Benefits**:

- Additional leave
- Free parking
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Afternoon shift
- Day shift

Supplemental pay types:

- Overtime pay
- Performance bonus

Ability to commute/relocate:

- Nilai: Reliably commute or planning to relocate before starting work (required)

**Education**:

- STM/STPM (preferred)

**Experience**:

- Customer Care Specialist: 1 year (preferred)

**Language**:

- Mandarin (preferred)
- Bahasa (preferred)

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