assistant manager, customer services

Duties & Responsibilities:

1. Lead and supervise the Customer Service team at all service points (concierge, information counter, admission areas, wards).
2. Ensure consistent delivery of excellent service aligned with hospital service standards.
3. Handle complex patient feedback, complaints, and service recovery with professionalism.
4. Monitor and analyse patient satisfaction scores (e.g., NPS, survey results) and implement improvement action plans.
5. Coordinate patient experience programmes such as wayfinding support, VIP services, and special assistance.
6. Conduct regular service audits to ensure compliance with hospital SOPs and quality standards.
7. Oversee daily operations of porter services, including patient transport, equipment transfer, document delivery, and general logistic support.
8. Ensure adequate manpower planning, scheduling, and deployment of porters.
9. Monitor response time, service efficiency, and saf...