Full-timeCustomer service· Posted 29 Sept

Sr/ Customer Support Associate (Rotating Shifts)

NHG HealthFrom company site

Salary

Not stated by the company

When

3 rotating shifts, including overnight

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role sits with a hospital contact centre team in Singapore, handling enquiries and appointment requests across phone, email, fax, referral, SMS and live chat channels. It suits someone who stays calm with difficult callers and enjoys hitting service targets in a fast-moving environment.

What you'll do

Answer inbound calls and make outbound calls to patients and callers
Reply to emails, e-faxes, referrals, SMS chat and live chat enquiries

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Handle appointment-related requests and general enquiries across all touch-points

Follow up promptly on escalated cases and complaints

Manage difficult customers and apply service recovery where needed

Liaise with internal departments to resolve patient queries

Meet individual KPIs and contact centre service level and abandon rate targets

Keep to policies, processes and service workflows, including service recovery protocol

Update and submit reports and documents as operational needs require

Support the contact centre during civil emergencies or virus outbreaks

Good to know

3 rotating shift pattern, including overnight shifts
Must follow the contact centre roster
Filing and disposal of forms, documents and data per hospital policy

Requirements

Professional Certificate, NITEC, Higher NITEC or Diploma
Preferably 3 years in a contact centre or customer service role
Good customer service, communication and interpersonal skills
Basic computer skills and Microsoft Office knowledge
Bilingual; additional dialects or foreign languages an advantage
Strong team player able to work in a fast-paced, dynamic setting

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NHG Health

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Sr/ Customer Support Associate (Rotating Shifts)

About the role

What you'll do

Good to know

Requirements

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