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 RESPONSIBILITIESSPECIFIC:
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
