About this role
1) SUMMARY OF DUTIES Responsible in assisting attending to and compile information on customer complaints/feedback, assisting frontline service, telephone operator service, preparing telephone roster, clinic service and preparation of necessary reports.
2) JOB DESCRIPTION Call Center
• To reply to enquiries from WhatsApp (Marcomm & CCX) and Email.
• To update in group task force CCX if any complaint received.
• Sent patient's detail to CA, lab, Xray, physiotherapy, HSU for appointment.
• To update patient detail in excel report.
• Follow up with CA for pts appointment Fomina.
• To update appointment enquiries lead in excel (weekly).
• Checking new package with marcomm.
• To update new package with CCX team check & study terms & condition for every new package.
Complaint Received
• Print out the complaint from email or others social media to distribute to the related department.
• Get chronology from HOS of respective department.
• Attending to verbal / face to face complaints and updates to Ms. Maggie & teams.
CCX Portal
• To check ccx survey portal.
• To update ccx survey portal report to HOS dept who not yet achieve 30 surveys.
• Key in CSI and NPS survey.
Assist
• Assist front desk and operator if shortage of staff.
In Patient Visit
• Checking and preparing patient's birthday / long stay patient / vip patient (inpatient/outpatient).
• Key in the visited In-patient detail in excel.
Sent Document to HR / Finance
• Other ad-hoc task assigns by Superior.
Adhoc
• Social Media.
• Check on social media #kpjkajang (Twitter, TikTok, Instagram).
• Check google reviews.
• Make DIY present for kids.
• Prepare things for any event or festive.
• Decoration for Chinese New Year, Hari raya, Merdeka, Deepavali, Christmas.
• Shopping for decoration things & event’s things.
• Lead/conduct KPJ Cares members day every 1st Saturday of the months.
• Follow up with Pn. Linda HQ for any latest update about KPJ Cares Apps.
• Taking care of CCX’s asset book (balloon pumps, wheel spinner).
• Stock up balloons for inpts/outpts birthday.
3) JOB REQUIREMENT
• Minimum SPM.
• Preferably with relevant experience related to nursing and Public Relations.
• 1 year or 2 years’ working experience in Customer Service.
• Good interpersonal, communication skill and fluent in both spoken and written English.
• IT literate with knowledge of Microsoft Windows.
• Posses good personality.
• Working with less supervision, mature, independent with a strong sense of self-initiative and motivation.
• Polite, hardworking and thoughtful. Able to work under pressure and good in handling pressure.