Senior Customer Support Associate (Rotating Shifts)

About the role

NHG is hiring a Senior Customer Support Associate for its hospital contact centre. The associate handles general enquiries and appointment requests across all channels such as calls, e-faxes, referrals, email, SMS chat and live chat, working a rotating shift pattern including overnight shifts.

Key responsibilities

• Answer inbound calls, make outbound calls, reply to emails, e-faxes, referrals and chats, and follow up on escalated cases
• Provide accurate information, courteous service and prompt follow-up to callers and patients
• Manage difficult customers and escalate cases using proper procedures
• Meet individual KPIs and SLA targets and contribute to contact centre metrics such as service level and abandonment rates
• Keep records, forms and data safe and dispose of them according to hospital policy
• Support hospital improvement initiatives and the contact centre during civil emergencies or outbreaks
• Perform any other duties assigned by supervisors or managers

Required profile

• Professional certificate, NITEC, Higher NITEC or diploma
• Preferably 3 years of experience in a contact centre or customer service environment
• Bilingual; knowledge of dialects or a foreign language is an advantage
• Strong customer, communication and interpersonal skills, able to work in a fast-paced environment

Required skills

• Basic computer skills
• Microsoft Office