Senior Executive, Customer Service & Marketing
Advertised: 24 November 2022
To interact with patients (local and international) to maintain and increase patient satisfaction, patient loyalty and patient retention by ensuring that services provided at Sunfert exceed patients’ expectations and to reach out to the market and cultivate the customer’s interest in our services in ways that strengthen company’s reputation and facilitate continuous growth.
Reports to: Centre Manager
Location: Kuching
Duties:
Customer Service:
- To promptly attend and respond to all enquires through walk-in, phone, email, website, social media and etc.
- To assist patients in patients' feedback mechanism in the company which shall include but not limited to inter departmental investigation and compilation of patient feedbacks.
- To assist CS manager implementing patient service manual / etiquette.
- To ensure all Incident Reporting Notification Forms are raised within 24 hours.
- To improve patient service and patient retention through engagement with all departments in a constructive manner.
- To collect, compile and analyse patients' experience and generate reports on patients’ feedbacks and findings.
- To prepare reports related to Customer Service including patient’s waiting time, etc.
- To collect, compile and update patients' database.
- To actively demonstrate the role of Service Ambassador* by attending to all patients’ request and enquiries.
- To assist BD team in development of Patient Loyalty Program, or any similar project.
- Assisting fellow colleagues and to perform any other duties as assigned by the management.
- Attend to other administrative duties as assigned.
- To assist in certain project/s as and when directed by the Centre Manager, Medical Director or management.
- To participate and contribute to the marketing and expansion activities of Sunfert Group as the need arises.
- Assisting fellow colleagues and to perform any other duties as assigned by the Centre Manager or the management team.
Marketing:
- To assist the Business Development Manager in brand/service management on all tasks and projects related to activation of strategies related but not limited to marketing, public relations and corporate communications for all brands under the Sunfert International Group.
- Carry out marketing activities and company online/offline events including pre-event arrangements, setup, promotional/presentation items, etc.
- Identify and ethically feature stories/testimonials/profiles/launches and announcements.
- Track and monitor all marketing events, budget management and to measure success.
- Responsible for database marketing in supporting all promotional communications and marketing efforts.
- Brainstorm creative marketing ideas and strategies to attract leads to the events and to drive patient traffic to centers.
- Be alert and sensitive in competitor intelligence, analyzing market trends and explore ways to improve existing services.
- Perform any other duties as assigned by the Business Development Manager and/or the Management.
Requirements:
- Candidate must possess at least Advanced/Higher/Graduate Diploma in Business/Marketing, IT/Creative Multimedia, Advertising /Media, Mass Communications or equivalent.
- Minimum two (2) years working experience in related field and marketing experience with knowledge in Google Analytics, content management, SEO / PPC, social media platforms database marketing.
- Strong command of spoken and written English
- Ability to converse in Bahasa Malaysia, Mandarin and Chinese dialects (such as Cantonese) would be an added advantage;
- Proficient in MS Office tools, digital channels/platforms FB, Instagram Word, Excel, PowerPoint and definitely IT savvy.
- Positive attitude, pleasant personality, love meeting people and passionate in serving customers.
- Professional and performance oriented.
- Good planning and organization skills.
- Proven ability to delicately solve sensitive matters.
- Self-reliant, aggressive in meeting deadlines and able to work under pressure.
- Excellent judgment and creative problem-solving skills.
- Enthusiastic, energetic, flexible, collaborative and proactive.
- Good interpersonal skills, confidence and courteous.
- Able to multi-task and work in a fast pace environment.
- Ability to work well independently as well as within a team environment.
- Resourceful, meticulous and organized with an eye for details.
How to apply
We are keen to talk to suitable candidates, so if this is the role for you, please apply as soon as possible.
Please send your CV and cover letter to: hr@sunfert.com