Job Description
i. General
Job Title: Customer Care Assistant
Division: Marketing
Department: Customer Care
Reports to: Business Development Manager
Reporting into
this Role:
None
Job Purpose: To provide exemplary customer service to internal and
external customer, handle inquiries and carry out Marketing
and Customer Service assignments.
ii. Duties and Responsibilities
• Gathering customer feedback of 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 satisfactory
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.
iii. Qualifications
1. Education
• Bachelor’s Degree in Front Office Operations/Public Relations/Customer
Service/Business Management
• Computer Literate.
2. Job Experience
• Minimum of 2 years’ experience in Front office operations and Customer care in the
Service industry.
iv. 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.