Job Description

The Customer Relations Officer assists guests and patients with all enquiries, and to follow up on inpatient service feedbacks to bridge all service lapses.

Key accountabilities

a. Provide directions and assistance to customers with requests and enquiries at the Customer Service Counter in Hospital main lobby and Annexe block lobby.
b. To visit newly admit patients and ensure patient’s confidentiality at all times.
c. Handle feedbacks from customers and provide service recovery.
d. Coordinate and conduct hospital and maternity tours.
e. Cover reception duties at Customer Service Counter in Hospital main lobby and Annexe block lobby.
f. Monitor and liaise with florist and Reservation or other department for the requisition of fruits/flowers arrangement to designated patients.
g. Handle administration work and perform tasks pertaining to requisitions, reimbursements, maintenance, voice logger etc.
h. To ensure accurate data entry to the CRM and maintain proper document records and be well-organised at all times.
i. Coordinate with other teams, such as IPS, CPAC, Marketing on follow up / escalated cases.
j. Participate in projects and assist in events.
k. Perform any other duties or to undertake other responsibilities assigned by Front Office Manager or Division Head.

Qualifications & Experience

a. Diploma/ Degree in any discipline
b. Preferably with at least a year of customer service experience or experience in the service industry

Additional Information

a. Bilingual and knowledge of foreign language will be an asset
b. Good telephone etiquette and customer service skills
c. Excellent communication and interpersonal skills
d. Team player with ability to work independently
e. Patient and compassionate towards guests and patients
f. Proficient in MS Office.
g. Ability to communicate in Mandarin and/or Bahasa Indonesia
h. Meticulous, proactive and possess initiative