Sr/ Customer Support Associate

2 weeks ago

Central Region, Singapore Tan Tock Seng Hospital Full time $35,000 - $45,000 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

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