Job Description

COMPANY DESCRIPTION NTUC Health Co-operative Limited (NTUC Health) is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on more than four decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. It also offers other services for seniors such as an active ageing hub, senior activity centres, community support for vulnerable seniors, and a sheltered / senior group home. In addition, it runs a chain of dental clinics, and a family medicine clinic RESPONSIBILITIES NTUC Health is one of the largest community health and eldercare providers in Singapore. With a fast-growing presence, the organisation is recruiting passionate individuals who wish to serve the interest of a senior person. In this role, you will be in charge of managing staff and training them to handle service responses to our customers. You should need to supervise and coach the staff to effectively work across different teams on the customer queries and complaints across a number of communication channels such as website, phone and online digital forms. In this role, you will have an opportunity to standardise the service process and develop new customer experiences. This may include implementing a new call centre system. You will oversee the team lead and 2 to 3 Customer Service Officers to ensure that they are well-organised and productive. This role will be accountable for the overall customer satisfaction metrics and organisation goals in alignment with the business strategy.

• Develop objectives for the team to deliver consistently good customer service including inquiries, and complaints at all times, educating the customer about the value of our NTUC Health services.
• Plan for resources required (people, technology etc) and drive productivity, and manage costs by budgeting and training expenses.
• Hire, coach and train the team and evaluate performance to ensure consistent services are provided to NTUC Health customers.
• Be customer-centric with both internal and external stakeholders via all communication channels.
• Setup and maintain the standard operating procedures to ensure service consistency.
• Continuously seek improvement by tracking the calls, analysing the data and providing data-informed initiatives to enhance the customer experience and drive the growth of our services
• Support team in tracking and monitoring customers’ enquiries from all channels such as Call Centre Hotline, E-mails, Whatsapp, and Online Messages in a timely manner, including service recovery.
• Create and maintain a comprehensive knowledge library with resources for the team to utilize to effectively and quickly resolve customer enquires or service issues.
• Responsible for monitoring key customer service metrics and deriving actionable insights to enhance customer experience
• Prepare reports and insights to drive the organisational goals.

QUALIFICATIONS

• Preferably general degree with at least 5 years of some customer service experience
• Experience in team management, project management and creative problem-solving is required.
• Able to motivate the team to perform and exceed expectations
• Be proactive, manage pressure effectively and should have a “can-do” attitude
• Someone with strong written and verbal communication skills
• Someone who is resourceful and provides timely and accurate information to our seniors
• Someone who is patient and meticulous and enjoys working with a senior person.
• Prior experience in the healthcare sector would be advantageous
• Prior experience in setting up and developing a customer service centre would be advantageous.

OTHER INFORMATION

• Familiar with Google workspace collaborative tools
• Process mapping skills will also be an advantage

Please note that your application will be sent to and reviewed by the direct employer - NTUC Health