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Job Tittle : Customer Experience Manager
Location : KMI Healthcare, KL
Immediate Superior : Head of Operations

Job Summary :
A customer experience manager is a committed individual who oversees monitoring and improving the overall customer experience at KMI Hospital. Their main goal is to make sure that every interaction with the company is maximized to either meet or surpass the expectations of the client, which will ultimately lead to the client's satisfaction and loyalty.
Customer experience managers play a pivotal role in helping hospitals succeed by implementing customer-centric strategies and initiatives. They contribute to the growth of the hospital by identifying areas for improvement, refining processes, and enhancing brand reputation through exceptional customer interactions.

Job Descriptions :
1. Overarching supervision of Customer Experience department of KMI Hospitals on the day-to-day operations in the respective hospitals.
2. Respond to the issues that are brought up by the Customer Experience department of KMI Hospitals in a timely manner.
3. Create effective customer experience procedures, policies and standards and cascade them for implementation accordingly at all KMI Hospitals.
4. Develop customer satisfaction goals, and coordinate with the various teams at the KMI Hospitals level, to achieve those goals on a regular basis.
5. Establish an effective customer (patient) loyalty program for all KMI Hospitals.
6. Maintain accurate records and document all customer service activities and discussions undertaken by the respective Customer Experience department of KMI Hospitals.
7. Assess service statistics of all KMI hospitals and prepare detailed reports on the findings as the basis for quality improvement planning/strategies.
8. Advise the respective KMI Hospitals on hiring and training new customer experience agents.
9. Advise and assist in planning and managing the approved budget of the Customer Experience department of various KMI Hospitals as well as at the group level.
10. Stay informed on the latest industry techniques and methods and utilise them (whenever/wherever possible) to provide best of care/service for customers (patients) of KMI Hospitals.

Requirement :
1. Diploma or Bachelor’s degree in business administration or relevant field.
2. A minimum of 5 years of proven experience in a customer service position.
3. Familiar and preferably had experience in MSQH and JCI hospital accreditation exercise.
4. Proficiency in Microsoft Office and customer service software with excellent knowledge of the latest industry trends and digital techniques.
5. Outstanding written and verbal communication skills in Malay and English. Additional language proficiency will be an advantage.

Send your resume to  :
email: anissuraya.suhaimi@tdmberhad.com.my / phone: 603 2779 0573