
Service Quality Expert
4 days ago
Deliver exceptional patient experience and satisfaction by handling feedback, complaints, and enquiries effectively.
Key Responsibilities:
- Attend to general telephone enquiries, emails, and walk-in enquiries at the hospital's front lobby counter.
- Monitor CRM cases and ensure timely closure, resolve feedback/complaints as assigned by supervisors.
- Draft service replies for supervisor vetting.
- Collect feedback forms from all feedback boxes on a weekly basis.
- Assist in resolving all general feedback.
- Identify and assess patients' needs through feedback forms collected.
- Present complex feedback to supervisors for next course of action.
- Perform ward walk-about to garner feedback (written & verbal) to help improve patients' satisfaction on service lapses.
Benefits:
- Opportunity to work with a dynamic team to deliver exceptional patient experience.
- Develop strong customer experience, quality assurance, interpersonal, investigation, adaptable, communication, and team player skills.
Requirements:
- Minimum A-level qualification.
- 6 years of relevant experience.
- Proficiency in Microsoft Office.
- Excellent team player skills.
- Good interpersonal and communication skills.
- Service-oriented and adaptable attitude.
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