Team Lead, Customer Service (Home Care)

NTUC Health; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A healthcare service provider in Singapore seeks a customer service professional to deliver outstanding service, address inquiries, and manage stakeholder communications. Candidates should have a general degree or ‘A' Levels and strong communication skills. Experience in the healthcare sector is a plus, and the role will involve tracking calls, maintaining service consistency, and continuously improving customer experience. Ideal for someone patient, meticulous, and passionate about supporting seniors.

Qualifications

• General degree or minimum ‘A' Levels with customer service experience.
• Strong written and verbal communication skills.
• Resourceful, providing timely information.
• Patient, meticulous, and enjoys working with seniors.
• Prior experience in healthcare sector is advantageous.

Responsibilities

• Deliver consistent customer service, addressing inquiries and complaints.
• Communicate effectively with internal and external stakeholders.
• Track and monitor customer inquiries across multiple channels.
• Address referrals, appointments, and provide relevant service recommendations.
• Setup and maintain standard operating procedures for service consistency.
• Track calls, analyze data, and propose initiatives to improve the customer experience.

Skills

Customer service experience

Strong communication skills

Resourceful

Patient and meticulous

Education

General degree or minimum ‘A' Levels

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