Call Centre Agent (General Enquiries Hotline)

Singapore General Hospital; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading healthcare institution in Singapore is seeking a Call Centre Operator to manage calls, faxes, and emails from the public and internal stakeholders. The role focuses on providing high-quality service, maintaining confidentiality, and effectively handling emergencies. Candidates should possess a NITEC in any discipline with strong communication skills and proficiency in Microsoft Office applications. A diploma is recognized for senior positions, and candidates must be prepared for rotating shifts including weekends and public holidays.

Qualifications

• NITEC in any discipline required.
• Diploma recognized for senior positions.
• Excellent communication skills are essential.

Responsibilities

• Answer incoming and outgoing calls in line with Hospital policy.
• Direct calls to relevant parties.
• Update contact information in the Call Centre Enquiry System.
• Handle and resolve complaints.
• Perform emergency activations as needed.
• Report issues with telecommunication equipment.

Skills

Excellent oral and written communication skills

Proficient in Microsoft Office applications

Education

NITEC in any discipline

Diploma in any discipline for senior positions

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