Sr Customer Support Associate

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