Customer Relations Associate

3 days ago

Novena, Singapore Thomson Medical Pte Ltd Full time $30,000 - $60,000 per year

Thomson Medical is in the midst of an exciting transformation, where new ways of working, systems and processes are re-shaping.

If you do not want to miss out this excitement and believe in our purpose in empowering life journeys by caring for generations of women, children and families, we invite you to apply for the following opportunity with us

Job Summary

The Customer Relations Associate is responsible to present a welcoming experience to patients and customers via the inbound, outbound calls and online enquiries in Thomson Medical Centre (TMC). He/She is responsible for smooth hospital operations, display consistent excellent service level to all internal and external customers at all times, including duties assigned by Customer Relations Officer and Senior Manager, Contact Centre. This role is on a rotating shift basis, including weekends.

Job Responsibilities

  • To deliver one stop customer service resolution in most customer interaction in a consistent and professional manner by embracing our core values.
  • Provide professional and prompt service through calls, emails, and online platforms, ensuring resolution in line with core values, including management of CRM system.
  • Address feedback and complaints empathetically and escalate to appropriate personnel when necessary.
  • Answer and route calls professionally, and liaise with relevant departments for follow-up actions.
  • Respond to emergency calls accurately, activate emergency communication (e.g., Fire, Code Green, Code Blue etc), and send mass alerts to management when needed.
  • Manage incoming/outgoing mail, maintain cleanliness and functionality of workstations and equipment, and contribute to daily operations.
  • Stay well-informed of hospital services, maternity packages, events, and membership offerings to assist patients and customers effectively.
  • Meet individual and departmental KPIs, uphold service standards, and cover for team members during absences.
  • Respect confidentiality at all times and perform other duties as assigned, demonstrating adaptability and accountability.

Requirements

  • Minimum 1 year of experience in healthcare, hospitality, and/or call centre environments.
  • Bilingual ability is an added advantage.
  • Proactively anticipates customer needs and strives to deliver high satisfaction.
  • Projects a positive image, possesses strong interpersonal and communication skills, and presents professionally.
  • Works well in a team, dependable in meeting deadlines and contributes to team goals.
  • Mature, pleasant personality, service-oriented, self-motivated, and results-driven.
  • Skilled in Microsoft Excel and Word; able to use basic office software effectively.

If you do not possess the above experience, your application will still be considered on individual merits and you may be contacted for other opportunities.

By submitting your personal data and/or resume, you give consent to the collection, use and disclosure of your personal data and/or resume by the company (or its agent) for the purpose of the processing and administration by company relating to this job application.

**We regret to inform that only shortlisted candidates would be notified.**

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