Job Purpose

To provide exemplary customer service to internal and external customers, handle inquiries, and carry out Marketing and Customer Service assignments.

Duties and Responsibilities

• Gathering customer feedback on hospital services and products through questionnaire collection and in-patient ward visits.
• Formulating data collection tools e.g. questionnaires, survey tools, etc. to gather
• information on external and internal customer satisfaction and ensure adequate supply.
• Compiling daily reports from the questionnaire collected from patient satisfaction questionnaires.
• Visiting the in-patients in the ward.
• Promoting and maintaining Customer Service standards through planning and conducting surveys and Customer Service audits.
• Attending to disgruntled clients in the Hospital and ensuring that their complaints are resolved.
• Conducting hospital tours to educate prospective clients on services and products offered in the hospital.
• Coordinates hospital and departmental Marketing & Customer Service events.
• Creating awareness of hospital products and services to the public including e.g.
• managing hospital information desks.
• Facilitating customer service induction programs for new staff.
• Training departments on how to create positive bonds with customers and improve the hospital customer service standards.
• Participates in the collection, creation, compilation, of material, design and concept, printing, and distribution of the hospital publications.
• Handling and managing VIP and press.
• Liaising with outsourced PR Companies in PR matters.

Qualifications

Education

• Bachelor’s Degree in Front Office Operations/Public Relations/Customer Service/Business Management
• Computer Literate.

Job Experience

• Minimum of 2 years experience in Front office operations and Customer care in the Service industry.

Key Competencies – Skills/ Knowledge/ Aptitude

• Good Interpersonal Skills.
• Strong oral and written communication skills
• Exceptional interpersonal skills
• Excellent customer service skills
• Patience and calmness under pressure
• Ability to handle complaints and difficult situations.
• Able to work as a team member and encourage and promote a culture of caring.