Team Lead, Customer Service

2 weeks ago

Singapore Ntuc Health Full time $40,000 - $60,000 per year

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 eldercare services to meet the growing needs of families and their dependents. Building on more than four decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. It also offers other services for seniors such as an active ageing hub, senior activity centres, community support for vulnerable seniors, and a sheltered / senior group home. In addition, it runs a chain of dental clinics, and a family medicine clinic
DESIGNATION : Team Lead, Customer Service (Home Care)
RESPONSIBILITIES
- Deliver consistent good customer service including inquiries, complaints at all times, educating the customer of the value of our NTUC Health services.
- Be customer-centric with both internal and external stakeholders via all communication channels.
- Track and monitor customers' enquiries from all channels such as Call Centre Hotline, E-mails, Whatsapp, Online Messages in a timely manner, including service recovery.
- Address enquiries, referrals, appointments and other support required from the various communication channels; recommend relevant services within NTUC Health to address the needs of the stakeholders.
- Setup and maintain the standard operating procedures to ensure service consistency. Continuously seek improvement by tracking the calls, analysing the data and provide data-informed initiatives to enhance the customer experience and drive growth of our services
QUALIFICATIONS
- Preferably general degree or minimum A' Levels with some customer service experiences
- Someone with strong written and verbal communication skills
- Someone who is resourceful and provides timely and accurate information to our seniors
- Someone who is patient and meticulous and enjoys working with a senior person.
- Prior experience in healthcare sector would be advantageous

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