Senior Customer Service Associate, Group Contact Centre

Senior / Customer Service Associate, Group Contact Centre*

Job ID: 4542

Job Function: Ancillary

Institution: National University Health System

Senior / Customer Service Associate, Group Contact Centre

As part of Group Contact Centre, the Senior / Customer Service Associate's key role is to provide Contact Centre services, such as handling general enquiries and appointment scheduling requests, to patients and the public. You are expected to work in a fast-paced environment and be challenged with navigating complex healthcare needs. Reporting to the Institution Lead, Group Contact Centre, you will:

Job Responsibilities:

• Deliver excellent customer service to callers by understanding caller's needs
• Provide timely, accurate, and appropriate information and assistance to address caller's enquiries
• Book or reschedule appointments based on caller's request
• Handle hotline administrative functions such as emails, referral requests, and emergency activation
• Coordinate and liaise with other departments in the institutions to ensure requests are followed up and resolved

Job Requirements:

• Minimum Diploma in any discipline (Fresh graduates are welcomed)
• Preferably 1 to 2 years’ experience in the healthcare industry, contact centre environment, and/or service-related industry
• Able to communicate fluently in English and Mother Tongue
• Able to read and write fluently in English
• Pleasant and cheerful personality with good interpersonal skills
• Able to adapt to a fast-paced working environment
• Computer literate and good typing skills
• Able to multi-task and work under stressful conditions
• Willing to work on rotating shifts, including public holidays and weekends

Working Location: Choa Chu Kang Polyclinic / Ng Teng Fong General Hospital / The Synergy