Assistant Manager/Senior Executive, Quality Service Management

Agency for Integrated Care Pte Ltd.; Singapore; On-site; SGD 42,000 - 65,000; Full time

Job summary

Agency for Integrated Care Pte Ltd. is seeking a customer service professional to handle inquiries from clients and stakeholders via email and phone, ensuring a positive experience.

You will identify issues, provide resolutions, and support challenging cases across divisions. You will coordinate family conferences, assess cases with the proper tools, and offer advice on healthcare options while ensuring PDPA compliance and process improvements.

Qualifications

• Degree in any discipline.
• At least 3 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 a 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 clients and stakeholders.
• Able to keep calm and composure at high pressure situations.
• Problem Solving Skills to achieve the best outcome for the client and service provider.
• Adaptable to changes.

Responsibilities

• You will manage customer and stakeholder enquiries and issues via email and phone call, and to 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.

Skills

Customer service

Stakeholder engagement

Communication

Problem solving

Interpersonal skills

Adaptability

Education

Bachelor's degree

Job description

You will manage customer and stakeholder enquiries and issues via email and phone call, and to 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

Job Requirements

• Degree in any discipline.
• At least 3 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