Sr/ Customer Support Associate

1 week ago

Central Region, Singapore Tan Tock Seng Hospital Full time $4,000 - $6,000 per year

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, go beyond the call of duty in assisting all enquiries and requests at all times
  • Responsible to provide quality customer service and prompt follow-up to callers/patients over the various mode of communications in alignment with hospital vision and mission.
  • Work as a team to deliver contact centre goals which includes personal productivity as well as department metrics like Service Level and Abandon Rates etc.
  • 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.
  • Performs 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 to hospital policies.

REQUIREMENTS

  • Possess a Professional Certificate/NITEC/Higher NITEC or Diploma
  • Preferably with 3 years experience in 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 language will be an advantage
  • Strong team player, able to work in a fast paced and dynamic environment

  • Therapy Support Associate

    1 week ago

    Central Region, Singapore Stroke Support Station Full time $40,000 - $80,000 per year

    Our Therapy Support Associate plays a vital role in supporting therapists before, during, and after therapy sessions, ensuring seamless service delivery. This position is integral to the administration and operations of the department, contributing to a safe, effective, and efficient therapeutic environment.Clinical DutiesCarry out prescribed therapeutic...

  • Sr Executive/Asst Manager/Sr Asst Manager

    1 week ago

    Central Region, Singapore Tan Tock Seng Hospital Full time $90,000 - $120,000 per year

    Company description: Tan Tock Seng HospitalJob description: The ChallengesAs a Sr Executive/Asst Manager/Sr Asst Manager in Operations (Surgery), you will provide operations and administrative support to the department in managing the delivery of hospital-defined strategic goals and initiatives on clinical/development services through assistance on project...

  • Sr/ Customer Support Associate

    1 week ago

    Central Region, Singapore Tan Tock Seng Hospital Full time $4,500 - $6,000 per year

    Company description: Tan Tock Seng HospitalJob description: Working in TTSH's Appointment and Contact Centre, you will be required to:ResponsibilitiesHandle patient enquiries and appointment scheduling through multiple channels (phone, email, SMS)Coordinate medical appointments across various specialties and clinicsProcess referrals from primary care...

  • Senior Associate/ Associate, Customer Support

    1 week ago

    Central Region, Singapore DBS Bank Limited Full time $80,000 - $120,000 per year

    Senior Associate/ Associate, Customer Support & Market Control (Shift Rotation), DBS Digital Exchange, Global Financial Markets - (WD75889)Business FunctionAs an Asian leader in treasury operations, DBS Global Financial Markets (GFM) extends a broad range of capabilities ranging from trading, structuring and sales in foreign exchange, interest rates, money...

  • Associate Executive

    1 week ago

    Central Region, Singapore Tan Tock Seng Hospital Full time $40,000 - $60,000 per year

    Company description: Tan Tock Seng HospitalJob description: As an Associate Executive or Sr Associate Executive in the department of Integrated Care Hub Operations, you will perform administrative and operational duties for related areas and projects. These include and are not limited to the following:Provide general support for daily operations and...

  • Customer Experience Associate

    1 week ago

    Central Region, Singapore Private Advertiser Full time $4,000 - $8,000 per year

    We're looking for a people-focused Customer Experience Associate to enhance the overall customer journey and ensure every interaction leaves a positive impression.ResponsibilitiesWelcome and engage customers through various channels (in-person, phone, online)Gather feedback and suggest improvements to enhance service qualityAssist in resolving customer...

  • Customer Solutions Associate

    1 week ago

    Central Region, Singapore Private Advertiser Full time $4,000 - $8,000 per year

    We're looking for a Customer Solutions Associate who enjoys understanding customer needs and recommending the right solutions without a hard-sell approach.ResponsibilitiesRespond to client inquiries and offer tailored product or service recommendationsHelp customers navigate service options and troubleshoot common concernsIdentify upsell or cross-sell...

  • Client Support Associate

    1 week ago

    Central Region, Singapore Private Advertiser Full time $40,000 - $80,000 per year

    We are looking for a proactive Client Support Associate to provide excellent service to clients while supporting business growth.ResponsibilitiesRespond to client inquiries promptly via phone, email or chatAssist in identifying client needs and recommending appropriate solutionsSupport sales campaigns and promotionsMaintain accurate records in CRM...

  • Customer Advisory Associate

    1 week ago

    Central Region, Singapore Lumens Pte Ltd Full time $40,000 - $80,000 per year

    About UsFounded in 2014, Lumens Group is leading the transformation of the mobility industry in Singapore. We have successfully built one of Singapore's largest car fleets and expanded our offerings to personal and corporate leasing, purchasing and financing. As we enter a new phase, we're building an integrated ecosystem for merchants and consumers, driven...

  • Care Support Associate

    7 days ago

    Central Region, Singapore KK Women's & Children's Hospital Full time $104,000 - $130,878 per year

    As a Care Support Associate (Milk Technician), you will be working in the Neonates Inpatient Wards to prepare and distribute human milk and formula to infants. In this role, you label each serving, ensure proper storage of milk and formula and calculate additives based on physician's order. You will frequently work alongside nurses or another Care Support...