Assistant Customer Care Manager

Reporting To: Regional Head – Customer Care

Position Summary:

• Provide excellent customer experience and to promote the idea throughout the organization.
• Support the Customer Care Managers (Hospital) in ensuring the needs of customers of the Columbia Asia Group are being satisfied.
• Lead the group activities on grooming initiatives throughout the organization.
• Assisting Regional Head - Customer Care on maintaining monthly customer care dashboard for the overall operational improvement.
• Assisting the Regional Head - Customer Care on the improvement activities for the patient journey in the hospital.

Duties and Responsibilities:

1.      Recommend and draw up programs deemed necessary for the improvement of quality customer care.

2.      Coordinate the group grooming initiatives for CAH Malaysia.

3.      To continue the ongoing mystery shopper and mystery caller improvement activities.

4.      To maintain the standard reply on Google Map Reviews for CAH Malaysia.

5.      Achieve customer care objectives by contributing customer service information and recommendations to strategic plans and reviews.

6.      Work together with the Customer Care Managers to ensure customer issues are being resolved. Provide help and advice to these managers where necessary.

7.      Work together with the Customer Care Managers to define training needs in the area of customer service.

8.      To continuously monitor and review the customer feedback system from the respective hospitals as and when required.

9.      Review current processes and provide recommendations for more effective delivery of service.

10.   Other tasks as assigned by Regional Head – Customer Care as and when needed.

Education and Requirements:

• Bachelor's degree in public relations/ marketing/ business administration, health care administration or other related field.
• Preferably with five years management experience in customer relations in hospital/hotel.
• Demonstrate good communications skills, in both English and Bahasa Malaysia (written and spoken).
• Able to work independently.

Special Demands:

• Demonstrate strong organizational and interpersonal communications skills.
• Possess project management, presentation, and training skills.
• Possess good analytical, problem solving, and management skills
• Demonstrate professional appearance and behavior at all times.
• Skilled in Microsoft Office applications.