urgent opening for assistant manager customer care

CUSTOMER CARE :
Providing help and advice to customers using your organization's products or services;
Communicating courteously with customers by telephone, email, letter and face to face;
Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service executives;
Keeping accurate records of discussions or correspondence with customers;
Analyzing statistics or other data to determine the level of customer service your organization is providing;
Producing written information for customers, often involving use of computer packages/software;
Writing reports analyzing the customer service that your organization provides;
Developing customer service procedures, policies and standards for the organization or department;
Meeting with other managers to discuss possible improvements to customer service;
Being involved in staff recruitment and appraisals;
Training staff to deliver a high standard of customer service;
leading or supervising a team of customer service staff;
learning about your organization's products or services and keeping up to date with changes;
Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
ADMINISTRATION :
Maintain solid communication in the department and throughout the organization.
Observe and ensure compliance with company sanitation, safety, and food safety standards.
Observe and follow all company policies and established procedures.
Assign fixed activities to office/service center/front end associates during idle periods.
Support and comply with all company safety standards.
Set up a sturdy work flow shift-wise for all departments in command to improve work processes and efficiency.
Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.
Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.
Ensure health and Safety committee meetings are held and tasks assigned.
Make the travel arrangements for directors & staff and measure the expenses for the same.
Liaise with departmental heads to reduce turnaround time for various diagnostic reports as well as improving efficiency of processes such as discharge and admission.
Ensure that the departmental safety standards/ protocols are strictly adhered to in areas under direct responsibility, viz., lab, radiology and customer care.
QUALITY AND ACCREDITION PROCESS:
Overseeing effective collection and analysis of Customer Feedback.
Set up structured processes and standards to achieve NABH/SHCO accreditation.
Conduct necessary awareness training for department.
Coordinate necessary document generation and collation from different department heads.
Review departmental manuals to ensure that they are in line with the requirements
Ensure all emergency code plans are in place, effective training done and followed by conduct of periodic mock drills.
Ensure effective data collection (including Quality Indicators), analysis and corrective actions.
Ensure audit process for all areas on a continuous basis.
3. MEASURES
Customer satisfaction
Alert and prompt response
Leadership
Persuasive with details and facts
4. TECHNICAL SKILLS AND KNOWLEDGE
Good verbal communication skills
Computer Skills and numerical skills
Polite and patient
Understand the emergency and priority
To give accurate and tactful explanations to visitors, patients and hospitals employees and in recording exact information for messages.
To exercise high degree of tact and poise and occasionally overcoming language barriers.
To understand and apply knowledge of medical terminology.
To develop cordial relations with other departmental personnel.
To develop relations characterized by sympathetic understanding and emotional affinity with patients and their relatives.