Job Summary: You will be the first point of contact for customers or patients, handling incoming queries via phone and email. You will play an essential part in ensuring a positive customer experience by addressing enquiries, providing accurate information, and supporting an efficient resolution of issues.

Job Scope:

• Serve as the first point of contact for all customer and member enquiries.
• Provide accurate and timely responses to queries related to healthcare or employee benefits, eligibility, and claims.
• Assist callers in navigating our platforms, applications, and website to access available services.
• Issuance of emergency Letters of Guarantee (LOG) and record necessary details in the system.
• Update customer records promptly and accurately in the system.
• Handle complaints and complex enquiries professionally, using sound judgement to resolve issues or escalate when required.
• Demonstrate the ability to assess situations, identify potential risks, and take appropriate action in line with escalation protocols.
• Support the Contact Centre Team Leader and Management with any other assigned duties

Requirements:

• 1 year of experience in a call/contact centre environment, preferably with exposure to healthcare or insurance.
• Good in customer service and active listening skills, with the ability to handle high call volumes professionally.
• Excellent communication skills and good overall computer proficiency to navigate multiple systems.
• Able to work under pressure with accuracy and attention to detail.
• Experience in handling complaints and escalations, or the potential and willingness to be trained for escalation handling

Additional Information:

• Salary – S$3.8K per month + 1-month bonus
• Contract duration: 12-month contract
• Commencement Date: Immediate
• Working days and hours: Monday to Friday, 9am to 6pm
• Location: Bukit Batok