Healthcare Customer Experience & CRM Specialist

Thomson Medical Pte Ltd; Santo Niño 1st; On-site; PHP 1,476,000 - 2,067,000; Full time

Job summary

Thomson Medical Pte Ltd is seeking a Customer Relations Officer to deliver seamless support for the Thomson Medical Centre. You will handle inquiries via phone, email, live chat, and CRM, ensure accurate record-keeping, and assist with appointment bookings and service requests.

The role requires strong communication, multitasking across channels, and a patient-centric approach with attention to privacy and compliance. Training and career growth opportunities are available.

Qualifications

• Minimum GCE “O” Level certification with a minimum of 1 year of experience in the healthcare or hospitality industries and/or Call Centre.
• Competent in utilizing Microsoft Word and Excel alongside internal CRM systems.
• Strong customer service and communication skills, with the ability to handle complaints professionally and deliver effective service recovery.
• Experienced in managing customer interactions across multiple channels, including phone, email, CRM, chat, and chatbots.
• Highly organised and detail-oriented, with strong problem-solving, decision-making, and time-management abilities.
• Demonstrates empathy, professionalism, and a collaborative approach to working effectively with customers and internal teams.
• Bilingual candidates will have an added advantage.

Responsibilities

• Provide professional, accurate, and timely assistance to customers through multiple channels, focusing on CRM cases and assisting in hotline/scheduled calls, live chat, and chatbot escalations.
• Manage and resolve customer enquiries at the first point of contact whenever possible, ensuring a positive customer experience.
• Handle CRM-generated enquiries and service requests, ensuring accurate case creation, documentation, tracking, and closure within agreed service levels professionally, empathetically, and in accordance with established procedures.
• Assist customers with appointment booking, rescheduling, cancellation, and general appointment-related enquiries.
• Escalate complex, urgent, or sensitive cases to the reporting officer, appropriate departments and/or management for resolution and follow-up.
• Maintain accurate and complete customer records in the feedback and contact management system and ensure all interactions are properly documented.
• Coordinate with internal departments to obtain information and facilitate the resolution of customer enquiries and requests.
• Monitor and follow up on outstanding cases to ensure timely resolution and customer satisfaction.
• Maintain a thorough understanding of the organization's products, services, healthcare packages, promotions, membership programmes, and events.
• Ensure compliance with company policies, regulatory requirements, and data privacy standards while handling customer information.
• Perform any other duties and responsibilities assigned by the Reporting Officer or Management from time to time.

Skills

Customer service

CRM knowledge

Multichannel support

Data privacy

Time management

Education

O Level certificate

Tools

CRM systems

MS Word

MS Excel

Job description

Thomson Medical Pte Ltd is seeking a Customer Relations Officer to deliver seamless support for the Thomson Medical Centre. You will handle inquiries via phone, email, live chat, and CRM, ensure accurate record-keeping, and assist with appointment bookings and service requests.

The role requires strong communication, multitasking across channels, and a patient-centric approach with attention to privacy and compliance. Training and career growth opportunities are available.