Service Excellence

Assistant Service Excellence Manager


Job Responsibilities

  • Assist the Manager to supervise & oversee the daily operations of Front Desk; Guest Relations & Telephone Operators
  • Review the policies, procedures and guidelines on customer services and handling of enquiries
  • Conduct regular customer service training and introduce Service Excellence Culture across the Organization
  • Lead the team to handle and attend to  feedback and complaints from various channels; provide service recovery where necessary and propose solutions to close the service gap in a timely manner
  • Motivate, coach and develop staff to ensure top performance and achievement of individual, team and departmental goal
  • Implementation and promotion on new service initiatives to enhance Organization overall service standards and operational efficiency
  • Prepare and consolidate statistics and analysis report
  • Work closely with all levels of hospital staff to promote an environment of excellent customer service and improve service delivery standard


  • Degree from recognized university with at least 5 years’ experience in supervisory level
  • Good relationship builder with strong diplomacy skill
  • Excellent writing and verbal communication skills
  • Able to work proactively and efficiently under pressure while handling ad-hoc projects and tasks with short notice period
  • Good supervisory skill with creative problem-solving and decision-making abilities
  • Good presentation skills and intermediate level in Microsoft applications
  • Strong analytical skill, performance management and data driven decision making
  • Able to work independently with positive attitude

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