Customer Care Officer

Position

11th February 2026

Job Summary

Responsible for supporting the hospital and the customer care unit in the initiation, planning, implementation, reporting and evaluation of the patient and their family's experience and associated functions across all touch points.
Ensures all interactions from first contact to post-service follow up meet the highest standards of service,
empathy and efficiency to achieve exeptional patient-centered care.
Provides operational guidance and oversigt, mentorship and coaching to customer care department
employees. This may include but not limited to managing and addressing work outputs, complex customer
service matters, and ensures edherence to hospital policies, standard operating procedures, and service
quality standards.
Supports the Head of Department/Executive Lead, Hospital Services in implementing service initiatives,
training programs, and continuous process improvements to enhance the patient and visitor experience.

A minimum of 3 to 5 years of professional experience in customer service, with strong communication and interpersonal skills is required.
Undergraduate degree in Hospitality Management, Business Administration or any other relevant field
required.
Postgraduate defree in Hospitality Management, Business Administration or any other relavant field is
preferred.
Knowledge about patient-reported experience measures and patient rights and safety protocols.
Knowledge about patient journey mapping, root cause analysis and continuous improvement methodologies.
Knowledgable and well-versed in Royal Protocol and Melayu Islam Beraja (MIB) Code of Conduct.
Ability to communicate in Bahasa Terasul is highly advantageous.
Knowledgaeble of hospital operations and services, faciltiies and promotions.
Skilled in coordinating workflows, overseeing service executions, maintaining accurate records, and ensuring adherence to policies and SOPs.
Capable of providing guidance, mentorship, and operational support to Customer Care Executives.
Strong Communication, problem-solving, analytical, and interpersonal skills to liaise effectively with internal and external stakeholders.

For any interested applicants, please click here to apply.