Head, Customer Care & Experience

SUMMARY OF DUTIES 1.Lead customer experience strategy, process transformation, performance improvement management, talent development and mind-set & culture. To initiate process enhancement in all service areas for the purpose of optimizing efficiency of service delivery systems. 2.To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.

3.To monitor Customer Satisfaction Index (CSI) & Net Promoter Score (NPS) for the purpose of identifying and recommending opportunities for process improvement and behavioral enhancement. 4.To deliver the service quality training in all service areas for the purpose of continuous improvement in communication and behavior interactions.

Drive process improvements within/across departments and influence improvement external to the department 5.To manage customer engagement through loyalty programs for the purpose of customer retention and improving the frequency of customer episodes. Provides ongoing performance management training and conducts timely formal performance appraisals for direct reports.

MAIN DUTIES RESPONSIBILITIES 1.To deliver and coordinate the service quality training in all service areas for the purpose of continuous improvement in communication and behavior interactions. 2.To initiate and coordinate process enhancement in all service areas for the purpose of optimizing efficiency of service delivery systems.

3.To monitor Customer Satisfaction Index (CSI) and Net Promoter score (NPS) for the purpose of identifying and recommending opportunities for process improvement, environmental enhancement and communication/behavioral enhancement. 4.To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.

5.To monitor and facilitate, if necessary, ambiance or aesthetic enhancements and/or corrective actions for the betterment of the patients perception and experience within the hospital. 6.To manage customer engagement through Loyalty Program for the purpose of customer retention and improving the frequency of customer episodes.

7.To prepare, compile and analyze all data collection for monthly and quarterly reporting to KPJ Management as required. 8. To perform any other duties as and when required / directed by the General Manager / Operation Manager designated by the Company.

QUALIFICATIONS

REQUIRED Degree in any discipline 5 years experiences in Customer Service EXPERIENCE REQUIRED Minimum of degree in any field or 5 year’s experiences in Public Relations or Customers service. Minimum age 25 years and above Able to communicate fluently and write in English language and Bahasa Melayu. Willing to attend outstation work when required. Computer Literate