Service Excellence Executive

About the role

The Service Excellence Executive will be responsible for handling customer complaints, ensuring timely resolution, collecting proactive feedback, and coordinating with internal departments to improve the overall patient and referring clinician experience. Travel to branch centres and conduct in-person patient/clinician interviews when required.

What you'll do

• Handle and resolve patient and clinician complaints through calls, WhatsApp, email, reviews, and internal escalations
• Take ownership of service issues from complaint to final resolution and customer confirmation
• Conduct proactive feedback calls and one-to-one empathy interviews with patients, families, and referring clinicians
• Identify service gaps related to waiting time, communication, billing, hygiene, staff behaviour, and overall patient experience
• Maintain accurate records of complaints, feedback, and Root Cause Analysis (RCA) in the designated systems

What you need

• Root cause analysis
• Sales
• Communication