Company Description Subang Jaya Medical Centre (SJMC) is a leading private tertiary hospital in Malaysia, delivering comprehensive and advanced medical care since 1985. With 442 beds and multi-disciplinary specialties, SJMC is known for strong clinical outcomes and an impeccable reputation for quality care. The hospital holds international accreditations, including Joint Commission International (JCI) and Malaysian Society for Quality in Health (MSQH), and its laboratory is MS ISO 15189 accredited. SJMC is also a finalist in the Flagship Medical Tourism Hospital Programme 2023–2025, serving both local patients from across Malaysia and international patients from the Asia Pacific region. The centre focuses on medical excellence, service quality, and exceptional end-to-end patient experiences.
Role Description The Senior Customer Care Executive is a full-time, on-site role based in Selangor, Malaysia. This role is responsible for managing patient and visitor inquiries, handling registration and admission processes, and ensuring a smooth and welcoming experience at various touchpoints in the hospital. The individual will respond to feedback and complaints, coordinate with clinical and administrative teams to resolve issues, and maintain high standards of customer satisfaction. Day-to-day tasks include guiding patients through procedures, explaining services and charges, supporting billing and payment queries, and promoting a service-oriented culture. The Senior Customer Care Executive will also assist in training and mentoring customer care staff, contributing to continuous improvement of customer service processes and patient experience.
Qualifications
- Candidates should possess strong Customer Support and Customer Service skills, with experience in handling inquiries, complaints, and patient-facing interactions.
- Candidates should possess abilities in maintaining and improving Customer Satisfaction, including managing feedback, service recovery, and patient experience initiatives.
- Candidates should possess excellent Communication skills, both verbal and written, with the ability to interact clearly and empathetically with diverse patients, families, and colleagues.
- Candidates should possess Sales-related skills, such as promoting hospital services, explaining service options, and supporting cross-functional efforts to enhance service uptake.
- Relevant experience in healthcare, hospitality, or service industries, preferably in a senior or supervisory customer care role.
- Strong problem-solving, conflict resolution, and decision-making capabilities, with attention to detail and accuracy in documentation.
- Ability to work in a fast-paced clinical environment, manage multiple tasks, and collaborate effectively with multidisciplinary teams.
- Diploma or degree in Business, Communications, Healthcare Administration, or a related field is preferred; equivalent experience will be considered.
