SUPERVISOR, CUSTOMER CARE & EXPERIENCE

GENERAL DESCRIPTION

Responsible for supervising and coordinating customer care activities to ensure the delivery of exceptional patient experiences and service excellence throughout the hospital. The role focuses on managing patient feedback and grievances, monitoring service quality standards, supporting patient engagement initiatives, and ensuring that customer concerns are addressed promptly, professionally, and effectively. The CCX Supervisor works closely with clinical and non-clinical departments to promote a patient-centered culture, enhance customer satisfaction, and support continuous service improvement in alignment with the hospital's mission, vision, and values.

JOB DESCRIPTION

• Supervise the daily operations of Customer Care & Experience services.

• Manage patient feedback, complaints, compliments, and service recovery activities.

• Act as a liaison between patients, families, and hospital management.

• Monitor and analyze patient satisfaction and customer experience indicators.

• Coordinate patient engagement and customer retention initiatives.

• Ensure compliance with customer service policies, procedures, and service excellence standards.

• Conduct customer service training, coaching, and awareness programs for staff.

• Support the implementation of quality improvement initiatives related to patient experience.

• Prepare reports and recommendations for management regarding customer service performance.

• Foster a culture of empathy, professionalism, and patient-centered care across the organization.

• Actively promote the KPJ Cares membership programme to patients and visitors to enhance engagement and customer loyalty.

JOB REQUIREMENT :

• Education:

• Possess a minimum of a Diploma or an equivalent qualification

• Proficiency in spoken English and Bahasa Malaysia.

Knowledge and Experiences:

• At least 1 to 2 years in a supervisory role is preferred
• Experience handling : Patient complaints and grievances,  Service recovery, Customer feedback management and Customer satisfaction surveys (NPS, patient satisfaction)

Core Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to coach and supervise frontline staff.
• Good presentation and training skills.
• Proficient in Microsoft Office (Excel, PowerPoint, Word).
• Strong report writing and documentation skills.
• Ability to work under pressure and manage difficult situations professionally.

Personal attributes

• Customer-focused mindset.
• Professional appearance and conduct.
• Empathetic and patient-oriented.
• Positive attitude and team player.
• High integrity and confidentiality.
• Initiative-driven and result-oriented.