Sr/ Customer Support Associate (Rotating Shifts)

Tan Tock Seng Hospital; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A local healthcare institution in Singapore is seeking a dedicated Contact Center Executive to handle inquiries and appointment-related requests. The role involves providing excellent customer service through various communication channels, including calls, emails, and live chat. Candidates should possess a professional certificate or diploma, have at least 3 years of experience in customer service, and demonstrate strong communication skills. This position demands a team-oriented individual who can thrive in a fast-paced environment.

Qualifications

• 3+ years experience in contact center/customer service environment.
• Strong team player, able to work in a fast paced and dynamic environment.
• Basic computer skills.

Responsibilities

• Handle general enquiries and appointment requests.
• Provide quality customer service and follow-up communications.
• Manage difficult customers with proper escalation procedures.

Skills

Customer service skills

Communication skills

Interpersonal skills

Bilingual abilities

Education

Professional Certificate/NITEC/Higher NITEC or Diploma

Tools

Microsoft Office

Job description

JOB SUMMARY

Responsible for handling general enquiries and appointment related requests for the hospital across all touch-points such as Calls/E-faxes/Referrals/Emails/SMS Chat/Live Chat. Understand the requirements of the caller and provide complete and accurate information, go beyond the call of duty in assisting all enquiries and requests at all times. Responsible to provide quality customer service and prompt follow-up to callers/patients over the various mode of communications in alignment with hospital vision and mission. Work as a team to deliver contact centre goals which includes personal productivity as well as department metrics like Service Level and Abandon Rates etc. Manage difficult customers and follow up with proper escalation procedures. Maintain high level adherence and compliance towards policies, processes and procedures to deliver key performance. Be familiar with the service workflows and requirements as well as service recovery protocol. Update and submit reports and documents promptly as per operational needs. Participate, contribute and support hospital improvement initiatives. Any other duties assigned by Supervisors/Executives/Assistant Manager/Manager.

MAIN DUTIES AND RESPONSIBILITIES

SPECIFIC:

• Support and adhere to Contact Centre’s roster.
• Ensure patients’ enquiries are answered promptly, appropriately and courteously.
• Major mode of work includes answering inbound calls, making outbound calls, replying to emails, e-faxes, referrals, SMS chat and Live Chat and following up on escalated cases.
• Deliver a professional and high service quality experience to callers over the phone.
• Meet individual KPIs and SLA targets and contribute positively to Contact Centre’s Key Performance Indicators.
• Acquire strong knowledge of the products and services, culture and processes.
• Ability to handle and manage complaints and difficult patients and apply service recovery if necessary.
• Provide good communication with appropriate choice of words, speed of speech, voice tonality and clarity.
• Support and provide statistics in the collation of operational and management reports.
• Performs all tasks with accuracy and efficiency.
• Liaise and follow up closely with internal departments to resolve patients’ queries.

GENERAL

• Ensure all relevant forms, documents and data are properly kept, filed and disposed of in accordance to hospital policies.

REQUIREMENTS

• Possess a Professional Certificate/NITEC/Higher NITEC or Diploma
• Preferably with 3 years experience in contact centre/customer service environment.
• Good customer, communication and interpersonal skills
• Possess basic computer skills, with Microsoft office software knowledge
• Bilingual, with knowledge of various dialects or foreign language will be an advantage
• Strong team player, able to work in a fast paced and dynamic environment