Customer Relations Executive

1 week ago

Singapore Parkway Pantai Full time

The Customer Relations Executive performs customer service duties according to hospital’s standards and supervises and coaches the customer service team.

**Key accountabilities**: To cover duties at both Front Office counters at Hospital main lobby and Medical Centre Provide directions and assistance to all internal and external customers by handling their requests and enquiries Assist with patient’s admission from Business Office to Ward and discharge from ward Handle specialist referral To conduct ward visitation for inpatients and ensure patient’s confidentiality at all times To go the extra mile and delight patient whenever possible To meet and greet VIP and provide necessary assistance To handle feedbacks from all channels and provide appropriate follow up actions/ service recovery To ensure all feedbacks and enquiries are attended to within 3 hours To ensure internal KPIs are met Coordinate and conduct Maternity Tours and Hospital Tours To conduct internal audits so as to ensure quality of service rendered To check Daily VVIP Listing prepared by customer relation officers for errors before list gets send out To arrange fruit baskets/ hampers for patients on VIP list and any ad-hoc requests by HODs of other departments To prepare weekly and monthly reports and invoices To prepare gifts and presentation for hospital’s festivity celebrations To plan monthly rosters and ensure sufficient daily manpower Participate in projects and assist in events To coach and guide officers, bellmen and valets when required To arrange and roster officers for relevant training and courses For Customer Relations Executive (Vietnamese), in addition to the above stated Key Results Areas, he/she is to provide translation and end-to-end services for all Vietnamese patients. These services include but do not limit to the following: - assisting patient’s pre-admission procedures such as accommodation arrangements in Singapore and pre-registration, - manage all requests of the patient during his/her hospital stay, - assisting with the discharge of the patient Perform any other duties or responsibilities assigned by FOM

**Qualifications & Experience**: Diploma/ Degree in any discipline

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