Head, Customer Care & Experience

Job Description Build and strengthen customer loyalty by fostering positive relationships with patients, visitors, consultants, and other stakeholders. Plan, coordinate, and implement customer service training programs for frontline employees to enhance service excellence and patient experience. Oversee the daily operations of the main lobby and supervise the Patient Liaison, Reception, Concierge, and Telephonist teams to ensure efficient and seamless service delivery.

Provide regular updates to Management on customer service performance, feedback, concerns, and improvement initiatives. Ensure the consistent delivery of high-quality customer service across all patient touchpoints and service areas. Implement and uphold KPJ Penang Specialist Hospital's Customer Service policies, Quality Manual requirements, procedures, work instructions, and Customer Service Manual standards.

Monitor and understand customer needs and expectations, ensuring services are responsive to patient requirements and aligned with organizational service excellence objectives. Participate in and support activities aimed at the continuous improvement of customer service services, including quality assurance, infection control, and fire and safety programs.

mandate reasonable work care, employer cooperation, protective equipment use , patient safety goals, World Alliance recommendations, patient and family rights policies, standard people practice, 5S activities. Job Requirement Minimum SPM qualification or equivalent. Degree In related fields are an advantage.