Assistant Manager, QSM

Agency for Integrated Care; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prominent healthcare agency in Singapore is seeking a qualified customer service manager to manage stakeholder enquiries and ensure a positive experience. The ideal candidate should have at least 5 years of experience in customer service management, preferably in healthcare or social services. Strong English communication skills and the ability to engage stakeholders effectively are essential. This role demands adaptability and strong problem-solving skills to deliver the best outcomes for clients and service providers.

Qualifications

• Minimum 5 years in customer service or quality service management, preferably in healthcare or social services.
• Strong English (verbal and written) skills.
• Ability to manage complex customer service issues.

Responsibilities

• Manage customer and stakeholder enquiries via email and phone.
• Provide relevant advice and resolutions to issues.
• Coordinate family conferences between clients and service providers.

Skills

Customer service

Stakeholder engagement

Problem-solving

Interpersonal skills

English proficiency

Ability to stay calm under pressure

Education

Degree in any discipline

Job description

Company description: The Agency for Integrated Care (AIC) aims to create a vibrant care community for people to live well and age gracefully. AIC coordinates and supports efforts in integrating care to achieve the best care outcomes for our clients. We reach out to caregivers and seniors with information on staying active and ageing well, and connect people to services they need. We support stakeholders in their efforts to raise the quality of care, and also work with health and social care partners to provide services for the ageing population. Our work in the community brings care services and information closer to those in need. For more about us, please visit https://www.aic.sg.

Job Description

• Manage customer and stakeholder enquiries and issues via email and phone call, and ensure a positive customer experience.
• Identify the issues and concern and provide the relevant advice and resolution.
• Provide support to the divisions on challenging cases.
• Coordinate and facilitate family conferences between clients and service providers to work towards a positive resolution.
• Support case assessment using the relevant tools and system access.
• Familiar with the schemes and services and the healthcare options to provide relevant advice to clients and caregiver.
• Ensure compliance to relevant information management policies and Personal Data Protection Act (PDPA) guidelines, process and requirements when accessing and sharing information.
• Provide feedback and suggestion on process improvement to divisions.
• Map processes and manage service improvement projects where needed.

Requirements

• Degree in any discipline.
• At least 5 years of working experience in customer service and/or quality service management, preferably in healthcare or social services.
• Strong command in English (verbal and written).
• Good command of second language will be a bonus.
• Able to engage stakeholders and manage complex customer service/ feedback related issues.
• Good interpersonal skills and able to build rapport with the clients and stakeholders.
• Able to keep calm and composure at high pressure situation.
• Problem Solving Skills to achieve the best outcome for the client and service provider.
• Adaptable to changes.