Deskripsi Pekerjaan
Join Tan Tock Seng Hospital's dedicated customer support team as a Senior Customer Support Associate. In this critical role, you'll be the first point of contact for patients, visitors, and healthcare partners, delivering exceptional service that reflects our commitment to compassionate care. As a senior team member, you'll handle complex inquiries with professionalism, resolve escalated issues efficiently, and contribute to continuous service improvements. This position offers a unique opportunity to work within Singapore's leading healthcare institution while developing valuable skills in patient communication, conflict resolution, and healthcare protocols. We provide comprehensive training, career development pathways, and a supportive team environment where your contributions make a tangible difference in patient experiences.
Our rotating shift system ensures 24/7 coverage, offering flexibility while maintaining service excellence. You'll collaborate with multidisciplinary teams to streamline processes and implement feedback-driven enhancements. This role is ideal for customer service professionals seeking growth in the healthcare sector, with opportunities to specialize in patient services, appointment management, or health information systems.
Tanggung Jawab
- Manage high-volume customer interactions via phone, email, and chat channels with exceptional professionalism
- Resolve complex patient inquiries regarding appointments, billing, and hospital services
- Escalate critical issues to appropriate departments while maintaining detailed documentation
- Train and mentor junior support staff on service protocols and systems
- Analyze customer feedback trends to identify service improvement opportunities
- Collaborate with clinical and administrative teams to enhance patient experience
- Maintain strict compliance with healthcare privacy regulations (PDPA)
Kualifikasi
- Minimum 3 years of customer service experience in healthcare or high-complexity industries
- Proficiency in English with additional fluency in Mandarin/Malay preferred
- Proven track record in resolving escalated customer complaints
- Experience with CRM systems (e.g., Salesforce, Zendesk) and healthcare databases
- Ability to maintain composure during high-pressure situations
- Strong analytical skills for process improvement initiatives
- Relevant certification in healthcare customer service or equivalent