Sr/ Customer Support Associate (Rotating Shifts) at Tan Tock Seng Hospital

Job Description:

Latest job information from Tan Tock Seng Hospital for the position of Sr/ Customer Support Associate (Rotating Shifts). If the Sr/ Customer Support Associate (Rotating Shifts) vacancy in Singapore matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Tan Tock Seng Hospital for the position of Sr/ Customer Support Associate (Rotating Shifts) below matches your qualifications.

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.

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.

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

• 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

Job Info:

• Company: Tan Tock Seng Hospital
• Position: Sr/ Customer Support Associate (Rotating Shifts)
• Work Location: Singapore
• Country: SG

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Sr/ Customer Support Associate (Rotating Shifts) at the office Singapore above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.