Senior Customer Service Associate – Group Contact Centre

About the role

The Senior Customer Service Associate works in the Group Contact Centre of a major hospital, handling inbound calls, appointment scheduling and other hotline functions for patients and the public. The role requires delivering accurate information quickly while navigating complex healthcare needs in a fast‑paced environment.

Key responsibilities

• Provide courteous, efficient service to callers by understanding and addressing their needs.
• Supply timely, accurate information and assistance for general enquiries.
• Book, modify or cancel appointments according to caller requests.
• Manage additional hotline duties such as email handling, referral requests and emergency activations.
• Coordinate with other hospital departments to ensure follow‑up and resolution of requests.

Required profile

• Minimum diploma in any discipline; fresh graduates are welcome.
• 1–2 years of experience in a healthcare setting, contact centre or service‑oriented industry.
• Fluent spoken and written English, plus proficiency in a mother‑tongue language.
• Positive, cheerful attitude with strong interpersonal skills.
• Ability to thrive in a high‑pressure, fast‑moving environment.
• Computer literate with good typing speed.
• Willingness to work rotating shifts, including public holidays, weekends and standby duties.

Required skills

What we offer

• Opportunity to work in a reputable hospital contact centre.
• Exposure to diverse patient needs and healthcare processes.
• Structured training and career development pathways.