Customer Experience Specialist

MHC MEDICAL NETWORK PTE. LTD.; Singapore; On-site; SGD 40,000 - 54,000; Full time

Job summary

MHC Medical Network Pte. Ltd.

is seeking a Customer Experience Specialist to be the frontline representative, delivering a seamless experience for clients and employees by promoting healthcare services, digital platforms, and employee benefits through onsite engagements, roadshows, and health events. You will work closely with Client Relationship Managers to support client accounts, provide product and platform guidance, drive employee engagement, gather feedback, address service issues, and

Qualifications

• Strong customer and client service orientation.
• Excellent verbal and communication skills.
• Strong interpersonal skills and ability to build rapport quickly with clients and employees.
• Good problem-solving skills with the ability to identify and escalated issues appropriately.
• Strong attention to details and follow-through.
• Comfortable working with digital platforms, systems and trackers.
• Adaptable and able to learn new products, processes and client requirements quickly.
• Strong teamwork and collaboration skills.

Responsibilities

• Attend client roadshows, health events, onsite engagement activities and employee briefings to represent MHC and its services.
• Engage with employees, HR representatives and client stakeholders onsite to understand their needs and provide appropriate guidance.
• Promote awareness and utilization of MHC's healthcare services, digital platforms, benefits and available programs.
• Demonstrate and guide the use of MHC apps, digital platforms and key processes such as clinic access, claims submission, telemedicine, referrals and other benefits.
• Support onsite campaigns and initiatives to increase employee engagement and utilization.
• Gather feedback from employees and clients, highlighting recurring issues or opportunities for improvement.
• Represent MHC professionally and ensure a consistent positive experience across touchpoints.
• Provide operational support to Client Relationship Managers in managing client accounts.
• Assist with backend tasks and follow-ups assigned by Client Relationship Managers.
• Support monitoring and resolution of service-related issues to ensure timely closure.
• Assist with account-related administrative work, documentation and other operational requirements.

Skills

Customer service

Verbal communication

Interpersonal skills

Problem-solving

Attention to detail

Digital platforms

Adaptability

Teamwork

Job description

The Customer Experience Specialist is the frontline representative of MHC, responsible for delivering a seamless and positive experience for clients and employees by promoting healthcare services, digital platforms, and employee benefits through onsite engagements, roadshows, and health events. The role works closely with Client Relationship Managers to support client accounts, provide product and platform guidance, drive employee engagement, gather feedback, address service-related concerns, and assist with administrative and operational tasks, ensuring high service standards and strong client satisfaction across all touchpoints.

• Attend client roadshows, health events, onsite engagement activities andemployee briefings to represent MHC and its services
• Engage with employees, HR representatives and client stakeholders onsiteto understand their needs and provide appropriate guidance
• Promote awareness and utilization of MHC's healthcare services, digital platforms, benefits and available programs
• Conduct demonstrations and provide guidance on the use of MHC apps, digital platforms and key processes such as but not limited to clinic access, claims submission, telemedicine, referrals and other relevant benefits
• Support onsite campaigns and initiatives aimed at increasing employee engagement and utilization
• Gather feedback from employees and clients, and highlight recurringissues, services gaps or opportunities for improvement to the Client Relationship Managers
• Represent MHC professionally and ensure a consistent and positiveexperience across client touchpoints
• Provide operational support to Client Relationship Managers in managing client accounts
• Assist with backend tasks and follow-ups assigned by the Client Relationship Managers
• Support the Client Relationship Managers in monitoring and following upon service-related issues to ensure timely closure
• Assist with account-related administrative work, documentation and other operational requirements

Requirements

• Strong customer and client service orientation
• Excellent verbal and communication skills
• Strong interpersonal skills and ability to build rapport quickly withclients and employees
• Good problem-solving skills with the ability to identify and escalatedissues appropriately
• Strong attention to details and follow-through
• Comfortable working with digital platforms, systems and trackers
• Adaptable and able to learn new products, processes and clientrequirements quickly
• Strong teamwork andcollaboration skills