In this role, the incumbent works closely with internal and external stakeholders to drive service improvement initiatives across all business units.
Responsibilities:
- Lead the end-to-end process of customer feedback management.
- Systematically tabulate and analyse the feedback data to identify trends, root causes of dissatisfaction, and opportunities for service enhancement.
- Develop and present actionable insights and strategies that are aligned with customer expectations.
- Responsible for compiling and presenting a monthly customer feedback report, consolidating key findings, recommendations, and follow-up actions to management and relevant stakeholders.
- Conduct regular service observation rounds at clinics to assess adherence to the organisation's service standards and protocols.
- Conduct service engagement rounds with clinic supervisors to provide on-the-ground feedback, support capability building, and co-develop solutions that uplift service delivery.
- Collaborate with cross-functional teams to initiate and implement customer service improvement initiatives based on data-driven insights.
- Track the progress and outcomes of these initiatives to ensure sustained improvements in customer experience.
- Oversee and manage the organisation's service recognition programme to ensure that instances of outstanding service are acknowledged and celebrated.
- Stay abreast of industry trends and emerging best practices to continuously enhance the customer experience and drive improvements in work processes and service delivery.
- Provide administrative and operational support to the department in areas such as project coordination, event planning, and logistical arrangements.
- Undertake additional responsibilities and ad-hoc tasks as assigned by the Supervisor, demonstrating flexibility and a positive, can-do attitude.
Requirements:
- Possess a recognized university degree in a relevant field of study (e.g. Business, Communications, Healthcare Management, or related disciplines).
- At least 3 years of relevant experience in customer experience, service quality, or similar roles is preferred and will be considered an advantage.
- Strong interpersonal and communication skills, with confidence in engaging stakeholders at all levels.
- Customer-focused mindset with the ability to empathize, problem-solve, and act with discretion and professionalism.
- Analytical and detail-oriented, with experience in feedback analysis, reporting, and presentation.
- Proficient in using digital tools for surveys, data management, and reporting.
- Demonstrated ability to work independently and exercise sound judgment with minimal supervision, while remaining a proactive and collaborative team player, even in fast-paced or challenging environments
Kindly note that only shortlisted candidates will be contacted.