Call Centre Agent (General Enquiries Hotline)

KK Women's & Children's Hospital; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading healthcare institution is seeking a Call Centre Department support staff to manage calls, faxes, and emails from various stakeholders. The role requires excellent communication skills and the ability to handle emergencies while maintaining confidentiality. Candidates should possess NITEC or diploma qualifications and be prepared for rotating shifts.

Qualifications

• NITEC in any discipline or Diploma for senior positions.
• Excellent oral and written communication skills.
• Proficient in Microsoft Office applications.

Responsibilities

• Answer incoming and outgoing calls in a timely manner.
• Direct calls to stakeholders and handle complaints.
• Perform emergency activations such as Code Blue.

Skills

Communication Skills

Customer Service

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