Senior Customer Service Associate, , Group Contact Centre

National University Polyclinics; Singapore; On-site; SGD 33,000 - 47,000; Full time

Job summary

National University Health System is seeking a Senior / Customer Service Associate for the Group Contact Centre. The role focuses on handling general enquiries, appointment scheduling, and facilitating patient access in a fast-paced healthcare environment.

Reporting to the Institution Lead, you will coordinate with various departments to ensure requests are addressed promptly. A diploma and English fluency are required, with 1–2 years of healthcare or contact centre experience preferred.

Qualifications

• Diploma in any discipline is required.
• 1–2 years of healthcare or contact centre experience preferred.
• Fluent in English and able to read/write in English.
• Pleasant, cheerful personality with good interpersonal skills.
• Able to work in a fast-paced, stressful environment.
• Willing to work rotating shifts, including public holidays and weekends; standby duties may be required.
• Computer literate with good typing skills.

Responsibilities

• Deliver excellent customer service to callers by understanding caller's needs.
• Provide timely, accurate information and assistance to address caller's enquiries.
• Book or reschedule appointments based on caller's request.
• Handle emails, referral requests and emergency activation.
• Coordinate and liaise with other departments to ensure requests are followed up and resolved.

Skills

Customer service

Communication

Interpersonal skills

Education

Diploma

Job description

Senior Customer Service Associate, , Group Contact Centre

Job ID: 10354

Job Function: Ancillary

Institution: National University Health System

Senior / Customer Service Associate, Group Contact Centre

As part of Group Contact Centre, the Senior / Customer Service Associate's key role is to provide Contact Centre services, such as handling of general enquiries, appointment scheduling requests, to patients and the public. You are expected to work in a fast-paced environment and be challenged with navigating complex healthcare needs. Reporting to the Institution Lead, Group Contact Centre, you will:

Job Responsibilities:

• Deliver excellent customer service to callers by understanding caller's needs
• Provide timely, accurate and appropriate information and assistance to address caller's enquiries
• Book or reschedule appointments based on caller's request
• Handle any other hotline administrative functions such as handling of emails, referral requests and emergency activation
• Coordinate and liaise with other departments in the institutions to ensure requests are followed up and resolved

Job Requirements:

• Minimum Diploma in any discipline.
• Preferably 1 to 2 years’ experience in healthcare industry, contact centre environment and/or service related industry
• Able to communicate fluently in English and Mother Tongue
• Able to read and write fluently in English
• Pleasant and cheerful personality with good interpersonal skills
• Able to adapt to fast pace working environment
• Computer literate and good typing skills
• Able to multi-task and work under a stressful environment
• Willing to work on rotating shifts, including PHs and weekend and be available for standby duties when required

Working Location: Ng Teng Fong General Hospital / The Synergy