Executive, Customer Service (Call Centre) - HEALTHCARE

Customer

• Assist Call Centre Senior Manager to oversee and manage  Call Centre Shared Service operations
• Supporting and implementing Call Centre strategies effectively for achieving set objectives.
• Responsible for ensuring service level and Key Performance Indicator of Call Centre from multi channels (phone and non-phone) are met.
• Promote Service and quality improvement. 
• Support development of Call Center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations for Call Centre.

Management/Internal Processes

• Ensure service contractors and department adhere to schedules of maintenance / delivery and meet set KPIs.
• Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs; installing upgrades.
• Review, propose and update SOP, customer interaction/call handling process and operational policies, after discussion with Manager
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Address and resolve complex escalated issues or complaint cases. 

Requirement: 

• Min Degree in any course 
• Min 2-3 years experience in call centre or customer service related jobscope 

Interested candidates please submit your resume to [Click Here to Email Your Resume]

Jace Choo Oi Kei
Personnel EA License No.: R1875164
Recruit Express Pte Ltd (EA Licence No.: 99C4599)