COMPANY DESCRIPTION
NTUC Health is one of the largest community health and eldercare providers in Singapore. With a fast-growing presence, the organisation is recruiting passionate individuals who wish to serve the interest of a senior person.
In this role, you will support the customer service leads in managing customer enquiries on NTUC Health’s services satisfactorily and following up on service applications. You will need to effectively work across different teams to ensure that customers queries and applications are properly attended to.
The customer service team will be accountable for the overall customer satisfaction metrics and organisation goals in alignment with the business strategy.
RESPONSIBILITIES
- Receive regular training on NTUC Health’s services in order to provide suitable service recommendations to customers
- Handle phone and email enquiries of current and prospective customers of NTUC Health, and deliver consistent good customer service at all times
- Understand and evaluate needs of customers, promote the value of NTUC Health services, and facilitate enrolment to these services
- Work closely with other services and divisions in NTUC Health to jointly manage customer enquiries and applications, and any service feedback
- Track and monitor customers’ enquiries and feedback from all channels such as the hotline, e-mails, Whatsapp, etc. and that enquiries are resolved in a timely manner
- Support the training of a new generative AI tool to achieve a high accuracy rate, including auditing the generated answers and editing replies
- Organise and participate in roadshows to promote NTUC Health services
- Meet Key Performance Indicators
- Perform any other duties that may be assigned from time to time by the Reporting Officer.
- Preferably general degree or minimum ‘A’ Levels with some customer service experiences
- Someone with strong written and verbal communication skills
- Someone who is resourceful
- Someone who is patient and enjoys working with a senior person
- Someone who is meticulous and dependable in terms of meeting deadlines and following up on outstanding items
- Prior experience in the healthcare or community care sector is preferred
- Proficiency in a 2nd language would be advantageous
- Have keen interest in digital systems and be tech savvy
- Familiar with Google workspace collaborative tools
