Team Lead, Customer Service (Home Care)

NTUC Health; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A healthcare service provider in Singapore is seeking a customer-centric individual to enhance their customer service operations. In this role, you will be responsible for managing inquiries and providing support through various communication channels while educating customers about the services offered. The ideal candidate will possess a general degree or ‘A' Levels, have strong communication skills, and preferably experience in the healthcare sector. This position emphasizes patience, resourcefulness, and meticulousness in serving senior clients.

Qualifications

• Preferably a general degree or minimum ‘A' Levels with some customer service experience.
• Strong written and verbal communication skills are required.
• Resourceful and able to provide timely and accurate information.
• Patient and meticulous; enjoys working with senior individuals.
• Prior experience in the healthcare sector is advantageous.

Responsibilities

• Deliver consistent customer service and educate customers about services.
• Be customer-centric with internal and external stakeholders.
• Track and monitor customer enquiries across various channels.
• Address referrals and support requests while recommending services.
• Maintain standard operating procedures for service consistency.
• Analyze data to improve customer experience and drive service growth.

Skills

Customer service experience

Strong written and verbal communication

Resourcefulness

Patience and meticulousness

Education

General degree or minimum ‘A' Levels

Job description

Job description

Job Description

• Deliver consistent good customer service including inquiries, complaints at all times, educating the customer of the value of our NTUC Health services.
• Be customer-centric with both internal and external stakeholders via all communication channels.
• Track and monitor customers' enquiries from all channels such as Call Centre Hotline, E-mails, Whatsapp, Online Messages in a timely manner, including service recovery.
• Address enquiries, referrals, appointments and other support required from the various communication channels; recommend relevant services within NTUC Health to address the needs of the stakeholders.
• Setup and maintain the standard operating procedures to ensure service consistency.
• Continuously seek improvement by tracking the calls, analysing the data and provide data-informed initiatives to enhance the customer experience and drive growth of our services

Qualifications

• Preferably general degree or minimum ‘A' Levels with some customer service experiences
• Someone with strong written and verbal communication skills
• Someone who is resourceful and provides timely and accurate information to our seniors
• Someone who is patient and meticulous and enjoys working with a senior person.
• Prior experience in healthcare sector would be advantageous