Call Centre Agent (General Enquiries Hotline)

Singapore General Hospital; Singapore; On-site; SGD 25,000 - 35,000; Full time

Job summary

A leading healthcare institution is seeking a Call Centre Officer to manage enquiries and emergencies with a focus on service quality. This role involves answering calls, directing them appropriately, and ensuring confidentiality while updating relevant information systems. Candidates with a strong background in communication and who are comfortable with rotating shifts are encouraged to apply.

Qualifications

• NITEC in any discipline required; Diploma recognized for senior roles.
• Excellent oral and written communication skills essential.
• Proficiency in Microsoft Office applications is necessary.

Responsibilities

• Answer and manage calls, faxes, and emails from public and internal staff.
• Handle complaints and perform emergency activations.
• Update information in the Call Centre Enquiry System.

Skills

Communication

Confidentiality

Problem Solving

Education

NITEC in any discipline

Diploma in any discipline

Tools

Microsoft Office

Job description

The Job
You will support Call Centre Department in the answering and managing of calls, faxes and emails from members of the public, patients, staff from other government agencies and health institutions inclusive of internal staff pertaining to general enquiries and emergency activations with the highest service quality and operational standards.

Your duties shall include, but not be limited to the following:

• Answering incoming and outgoing calls in a timely manner and in accordance with the Hospital policy, maintaining confidentiality of caller and Hospital information as directed
• Directing calls to internal and external stakeholders
• Updating of contact details and relevant information into the Call Centre Enquiry System
• Handling and resolving complaints
• Performing emergency activations (E.g. Code Blue, Trauma, Acute stroke etc.)
• Reporting fault on telecommunication equipments
• Performing other related duties as assigned or requested

Job Requirements

• NITEC in any discipline
• Diploma in any discipline will be recognised for senior positions
• Excellent oral and written communication skills
• Proficient in Microsoft Office applications (i.e. Excel, Word, Powerpoint)
• 3 rotating shifts, including weekends and public holidays