全职 Assistant Manager, Customer Service 工作, 薪水, Thomson Hospitals Selangor 公司招聘中 - Ricebowl

Lead and manage Contact Centre and Concierge operations, ensuring excellent service delivery across phone, email, SMS, WhatsApp, Live Chat, voicemail, and face-to-face interactions.

Oversee workforce planning, scheduling, daily operations, and performance targets to optimize resource utilization and achieve service KPIs.

Recruit, train, coach, and develop team members through onboarding, performance reviews, call quality monitoring, and continuous learning initiatives.

Foster a positive, collaborative, and high-performing work environment through regular team meetings, feedback sessions, and effective delegation of duties.

Monitor customer service metrics and quality standards, identifying opportunities to improve workflows, productivity, and customer experience.

Handle, investigate, and resolve customer complaints, patient grievances, and escalations through root cause analysis, timely follow-up, and cross-functional collaboration.

Liaise with internal departments, management, and medical practitioners to ensure prompt responses and effective resolution of patient and visitor concerns.

Analyze customer feedback, complaints, and service trends to recommend and implement continuous improvement initiatives, policies, and service enhancements.

Maintain grievance management and reporting systems, ensure compliance with organizational policies and regulatory requirements, and participate in relevant committees and awareness programs.

Prepare operational reports, maintain departmental documentation, safeguard patient confidentiality, and undertake special projects or additional duties as assigned by management.