Donutes Coffee Hiring! Full Time Customer Service Manager in Kelantan, Earn up to MYR 6,000 - Ricebowl

We are seeking an experienced and motivated Customer Service Manager to lead our team of customer service representatives. The Customer Service Manager will be responsible for overseeing all aspects of the customer service department, ensuring excellent customer satisfaction, and managing team members to meet or exceed goals. The ideal candidate will have strong leadership and communication skills, a passion for customer service, and a proven track record of driving performance in a customer service environment.

Responsibilities:

• Team Leadership:
• Lead and manage the customer care team, providing guidance and support.
• Foster a customer-centric culture within the department.
• Patient Relations:
• Address patient concerns and feedback promptly and effectively.
• Implement strategies to enhance patient satisfaction and loyalty.
• Service Improvement:
• Identify areas for service improvement based on patient feedback and industry best practices.
• Conduct training to hospital staff on customer service skills, greetings and grooming etiquette, telephone etiquette and grievance management.
• Collaborate with other departments to implement initiatives that enhance the overall patient experience.
• Provide training to customer care staff on effective communication, empathy, and conflict resolution.
• Ensure staff members are well-equipped to handle patient interactions professionally.
• Streamline customer care processes to improve efficiency and responsiveness.
• Implement technology solutions to enhance the customer care experience.
• Data Analysis:
• Analyze patient feedback and survey data to identify trends and areas for improvement.
• Utilize data-driven insights to implement targeted improvements.
• Collaboration with Other Departments:
• Collaborate with medical and administrative staff to address patient needs and concerns.
• Ensure effective communication between customer care and other hospital departments.
• Compliance:
• Ensure compliance with healthcare regulations and policies related to patient interactions.
• Stay informed about changes in regulations and update customer care practices accordingly.
• Performance Monitoring:
• Monitor key performance indicators related to customer satisfaction.
• Implement measures to address areas of concern and celebrate achievements.

EDUCATION AND REQUIREMENTS

Education

Bachelor's degree in Business Administration, Healthcare Management, or a related field.

Requirements

1. Proven experience in customer service management, preferably in a healthcare setting.

2. Strong leadership and team management skills.

3. Excellent interpersonal and communication skills.

4. Empathy and a customer-centric approach.

5. Analytical and problem-solving abilities.

6. Knowledge of healthcare regulations related to patient interactions.

Pay: RM4,500.00 - RM6,000.00 per month

Benefits:

• Cell phone reimbursement
• Free parking
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person