Job Description

Responsibilities & Duties:

• Responds to callers in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first call resolution when possible.
• When first call resolution is not possible, to escalate the matter to a supervisor for assistance and advice.
• In the event that the escalated party is outside the call centre, to take note of the timelines and ensure follow up in a timely manner.
• Attends to assigned emails and faxes in a timely and accurate manner by providing complete information in a clear and comprehensive manner.
• Answer incoming and make outgoing calls in a timely manner and in accordance with the Standard Operating Procedures.
• Re-direct/ escalate the calls/ emails/ faxes to the appropriate departments if the issue is not related to the scope of work for appointment related matters.
• Make / cancel / modify appointment bookings from all sources of referrals that come through as phone calls, emails, faxes or other channels as and when introduced by the institutions or call centre.
• Provide Cal Back Assist (CBA) to callers as and when assigned by supervisors
• Provide updates to supervisors whenever patients/ callers/ family members/ healthcare workers/ govt agencies etc\xe2\x80\xa6feedback regarding service standards, lapses in process or any feedback relating to the institutions or care and provided to patients and their family members, or any members of public
• To refer matters to supervisors whenever agent is unsure of how to handle issues or what follow up actions to be taken.

Working Hours:

• Mon to Fri \xe2\x80\x93 8 am to 5 pm, Alt Sat \xe2\x80\x93 8 am to 12 pm (42 hours work week)

Salary:

• $10/hr

Location:

• Near Outram Park MRT

Candidate Requirement:

• Good communication and interpersonal skills with public and colleagues
• Good situational handling skills when attending to difficult patients
• Good teamwork and organization skills
• Able to thrive in a fast-paced environment
• Able to commit to 5.25 work week (alternate Saturdays)

Interested applicants, kindly email your detailed resume (MS Word format is preferred):Jen@successhrc.com.sg (Reg No: R23112223)Please ensure that applications sent through email are no bigger than 1Mb.We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)
3 Shenton Way, #19-01 Shenton House, Singapore 068805
T: 6337 3183 | F: 6337 0329 | W:

Success Human Resource Centre