Lead, Care Concierge

2 weeks ago

Singapore NTUC Health Full time

COMPANY DESCRIPTION

NTUC Health Co-operative Limited (NTUC Health) is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and elderly care services to meet the growing needs of families and their dependents. Building on more than five decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home, and home personal care providers in Singapore. We also offer other services for seniors such as active ageing centres, community support for vulnerable seniors, and a sheltered senior group home. In addition, we run a chain of dental clinics and a family medicine clinic.

DESIGNATION : Lead, Care Concierge (Customer Service)

RESPONSIBILITIES
- You will lead the care concierge team in NTUC Health. You will lead the team towards customer service excellence by setting standards, designing and implementing training programmes, and doing quality audits. You will be a role model in demonstrating empathy to seniors and their family members who contact NTUC Health, in understanding their circumstances, and in recommending appropriate services to meet their needs.

**Responsibilities**:

- Lead the care concierge team in understanding and evaluating needs of customers, promoting the value of NTUC Health services, and facilitating enrolment to these services
- Work closely with various business units in NTUC Health to be equipped with comprehensive and updated knowledge of all NTUC Health services
- Attend to customers' enquiries and feedback from all channels and address any service feedback
- Track and monitor service standards of the care concierge team
- Attend partnership meetings and develop cross-referral processes with partners
- Support the development and training of a new enquiry-management AI tool
- Organise and participate in roadshows to promote NTUC Health services
- Stay up to date with industry and organisational developments

We warmly invite you to join us if you are:

- Patient and enjoy helping seniors and families
- Tech savvy and able to learn and use various IT systems
- Experienced in managing a team
- Passionate about customer service
- Proactive in suggesting process improvements
- Strong in written and verbal communication skills
- Meticulous, with a sense of urgency services

QUALIFICATIONS

Degree holder in any discipline

OTHER INFORMATION
- Prior experience in customer service, hospitality or community care preferred
- Ability to speak a second language and dialects will be advantageous

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