Customer Service Manager

1 week ago

Singapore DX IMAGING (ROYAL SQUARE) PTE. LTD. Full time

6 years exp

**Roles & Responsibilities**

Reporting to the General Manager, the Customer Service Manager leads a team of Customer Service Assistants in the daily operations of the frontline and backend services provided by the imaging centres, including patient registration, appointment scheduling and billing. The Customer Service Manager shall also develop and train the team to meet the centre’s quality standards.

**Roles and Responsibilities**
- Lead, monitor and guide a team of Customer Service Assistants to achieve their performance goals and deliver quality service in both frontline and backend operations.
- Accountable for the centres’ overall patient satisfaction rate.
- Be a leading example to the team by providing good customer service to patients.
- Handle and resolve patients’ enquiries and/or feedback in a tactful manner.
- Constantly review the workflow and processes and identify areas for improvement to optimise efficiency and patient service levels.
- Stay abreast to all new initiatives and marketing efforts of the company and cascade the information to the CS team.
- Ensure that any new initiatives are communicated to patients in a professional and tactful manner by all Customer Service Assistants.
- Conceptualise and conduct in-house training for staff to strengthen service quality.
- Supervise, coach, guide and motivate the customer service team, including delivery of performance appraisals.
- Perform any other duties as assigned by supervisor.

**Requirements**:

- At least 6 years of working experience in a service-related industry, with at least 2 years’ experience in a supervisory position.
- Experience in the hospitality or healthcare sector would be preferred.
- Experience in developing and conducting training programmes would be ideal but not necessary.
- Able to work 5.5 work day week (Monday to Saturday).
- A self-starter who is able to plan, organise and take initiative to meet job objectives and deadlines independently.
- Excellent interpersonal and communication skills.
- A great team leader and a good team player with the ability to understand and manage team dynamics.

DX Imaging (formerly Diagnostix Imaging) has been serving our community since 2014 with our first center in Novena, growing to seven centers islandwide today.

We aim to consistently provide high-quality, outpatient, imaging services at affordable prices to our referring practitioners, patients and customers without the long wait time typical of most hospitals.

Our multi-disciplinary team of experienced sonographers, radiographers and radiologists provide a comprehensive range of imaging tools and techniques including MRI, CT, X-Ray, Ultrasound, Mammography and Bone Densitometry.

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