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Sr/ Customer Support Associate

3 weeks ago

Singapore Tan Tock Seng Hospital Full time

Company description:
Tan Tock Seng Hospital
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, going beyond the call of duty in assisting all enquiries and requests at all times.
Responsible for providing quality customer service and prompt follow-up to callers/patients over the various modes of communication in alignment with hospital vision and mission.
Work as a team to deliver contact centre goals which include personal productivity as well as department metrics like Service Level and Abandon Rates.
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:
3 x Rotating shift pattern (including overnight shift)
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.
Support Contact Centre department during Civil Emergencies/Outbreak of Virus.
Perform 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 with hospital policies.
REQUIREMENTS
Possess a Professional Certificate/NITEC/Higher NITEC or Diploma.
Preferably with 3 years experience in a 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 languages will be an advantage.
Strong team player, able to work in a fast-paced and dynamic environment.
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