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Customer Experience

2 weeks ago

Singapore Econ Healthcare Full time

COMPANY DESCRIPTION

Established since 1987, ECON Healthcare Group celebrates more than 30 years of commitment to quality healthcare and eldercare services this year. As a regional provider for integrated healthcare servcies in Singapore, Malaysia and China, the Group incorporates a chain of medicare centres and nursing homes, hospital services, a careskill training centre, a chain of senior services centres, home care services, ambulance services, physiotherapy services and traditional Chinese medicine services. The Group also provides consultancy for the development and management of retirement living communities.

DESIGNATION : (Internship) Customer Experience & Programmes

RESPONSIBILITIES

**A) Voice of Customer**
- Compiling of customer feedback for all business segments on a weekly and monthly basis
- Ensuring to escalate negative feedback in a timely manner upon reading the qualitative additional feedback from customers
- Maintain strong documentation of the feedback survey results and dashboard
- Liaise with current customers to ensure they are satisfied with our service offering and service delivery
- With the CX team, build and maintain contact with our clients to ensure exceptional customer experience

**B) Building Employee Experience & Branding**
- Coordinate internal and industry-wide service awards
- Facilitate and coordinate various internal employee experience campaigns fronted by CX
- Participate in creative and impactful ideas on increasing employee engagement

**C) Volunteer Management**
- Assist with recruitment of volunteers for our centres
- Facilitate and coordinate volunteer programmes for centres
- Maintain strong documentation of volunteers forms and other administrative work
- Liaise with volunteers while matching them to programmes and work on volunteer engagement

**Learning Opportunities**:

- Learn how a company creates strategic projects, workflow and SOP’s optimize customer experience
- Gain experience in designing/curating senior-centric volunteer programmes
- Learn ability to think quickly on one’s feet, having resourcefulness and a desire to resolve customer enquiries or challenges on hand
- Gain experience in working with and communicating with multiple stakeholders in an organization
- Actively participate in strategic planning including frequent touch points with DYCEO & management team

**Technical Skills**
- Proficient in MS Office.
- Well-developed writing skills with high attention to detail.
- Proficient in both English (written and spoken)

**Soft Skills**
- Great interpersonal skills with ability to communicate with people at all levels (internal & external).
- Active listening skills.

QUALIFICATIONS

GCE 'O'/ 'N' Level, Diploma