Customer Service Associate, Group Contact Centre

About the role

As part of the Group Contact Centre, the Senior / Customer Service Associate provides contact centre services such as handling general enquiries and appointment scheduling requests for patients and the public. The role reports to the Institution Lead, Group Contact Centre, and involves navigating complex healthcare needs in a fast-paced environment.

Key responsibilities

• Deliver excellent customer service to callers by understanding their needs
• Provide timely, accurate and appropriate information and assistance to address enquiries
• Book or reschedule appointments based on caller request
• Handle other hotline administrative functions such as emails, referral requests and emergency activation
• Coordinate and liaise with other departments so requests are followed up and resolved

Required profile

• Minimum diploma in any discipline; fresh graduates are welcomed
• Preferably 1 to 2 years' experience in healthcare, contact centre or service-related industries
• Fluent communication and reading/writing in English and mother tongue
• Pleasant, cheerful personality with good interpersonal skills
• Able to adapt to a fast pace and work under pressure
• Willing to work rotating shifts, including public holidays and weekends, and stand by when required

Required skills

• Computer literacy and good typing skills
• Able to multi-task