Associate Executive, Call Agent
4 weeks ago
Reporting to the Supervisor, this role is to ensure satisfactory call resolution i.e. calls are answered promptly and callers receive good services. You will also support SCS departments in query handling and facilitate follow-up calls by respective departments.
Key Responsibilities:
- As frontliners, to provide good quality customer service to internal and external stakeholders at all times.
- Attend to all calls with the aim of providing caller with one-stop resolution at all times without the need for escalation unless absolutely necessary.
- Obtain client/patient information for follow-up actions such as (but not limited to) screening clinic appointment bookings, query handling, liaison with SCS Departments for staff's action etc.
- Explain eligibility criteria for screening services provided at SCS and to provide guided alternatives to callers who do not meet screening eligibility criteria.
- Update relevant stakeholders info in SCS LEAP system e.g make appointment bookings / changes / cancellation for eligible patients.
- Inform callers and assure them of SCS' journey with patients & families (where applicable).
- Attend to voice messages assigned to ensure callers are attended to within 2 working days.
- Attend to outbound calls assigned to ensure patients who are due for re-screening are contacted promptly to make appointment bookings.
- Manage e-chat / chatbot platform and provide accurate responses to enquirers.
- Work with volunteers to ensure smooth operations.
- Maintain and improve quality results by adhering to standards and guidelines, recommending improvement in procedures (where applicable).
- Support clinic & administrative functions as part of an integral team when required.
Criteria:
- This is a part-time role for 3 weekdays a week. Able to work on Saturdays when required (time-off will be given)
- Minimum of 1 year of relevant call centre or customer service working experience preferred.
- Call centre experience and/or familiarity with health screening and eligibility criteria is preferred.
- Well versed in Microsoft Office software – especially in MS Excel & Word.
- Effectively bilingual in English and Chinese (or dialect).
- Customer-focused and possesses strong communication skills with ability to work under pressure.
- Able to handle multiple tasks simultaneously.
- Ability to handle all calls and information with confidentiality and be familiar with PDPA requirements.
- Experience in matters related to cancer will be an advantage.
- Initiative to step up and help co-workers in times of manpower constrain.
- Able to contribute and work as a cohesive team.
Front Office
Microsoft Office
Healthcare
Data Entry
Customerfocused
Communication Skills
Office Software
Administrative Support
Excel
daily operations
Customer Service
Screening
Scheduling
Databases
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