To assist Facility Manager, Assistant Facility Manager, Executive Operation, Executive Service Engineer in managing all the requests and complaints for Hospital Support Services (Facility Engineering Maintenance Services, Biomedical Engineering Maintenance Services, Linen and Laundry Services, Cleansing Services and Healthcare Waste Management Services).
Receive all request or complaint work orders made by user via telephone or (hardcopy) request form and register it in the Management Information System or ASIS.
Determine whether the work requested is within the contract scope, listed or unlisted activities, scheduled or non-scheduled work.
For request with priority status ‘emergency’, assign the service request work order to the respective skilled maintenance personnel and inform the Facility Manager.
For request work order with priority status ‘Normal’/ Complaint/NCR, assign service request or complaint to respective vendors.
To coordinate with vendor staff, Facility Manager, Executive Operation and Executive Service Engineer to ensure that all the completed work order to obtain internal validation and customer acceptance.
To key in all the completed work orders done by vendor’s staff in the Management Information System or ASIS.
To update and provide feedback to superior on the request and complaints from users.
To check with the customers/users’ satisfaction after the work done provided by the Company.
Manage and implement hospital program effectively; handle customers’ grievances, complaints and dissatisfaction; providing feedback to customers and top management.
Responsible to build good rapport with the customers and enhance Company’s image by providing high quality services to them from time to time.
To provide Reports and Analysis on Work Order and Complaint as required including proposals for improvement.
To adhere and observe all the government laws and regulations, IMS (ISO 9001, ISO 13485, ISO 14001, ISO 50001, ISO 55001, OHSAS 18001 standards), Quality Assurance Program and Company’s rules and regulations.
To ensure actions and decisions are always guided by the Company’s mission and key corporate values.
Any other duties assigned by the Company from time to time.
Job Type: Full-time
Salary: RM1,200.00 to RM1,600.00 /month
Experience:
Customer Care Specialist: 1 year (Preferred)
Education:
Diploma/Advanced Diploma (Preferred)
Location:
Alor Gajah (Required)