Contact Centre Agents – Entry/Experienced/Senior (Shift Work)
Job description
We are currently seeking experienced Contact Centre Agents to be based in Singapore. In this position, you will be part of a team responsible for incoming customers/patients queries and delivering superior customer experience through providing assistance/guidance in in a timely manner. Your responsibilities shall include and not limited to the following.
- First point of contact and support to customers. Handle Medinet and appointment hotlines.
- Provide quality customer service to customers over the phone or email
- Resolve customer’s enquiries efficiently and escalate problems/issues promptly
- Ensure referrals and specialist appointments are made promptly with specialist clinics and follow up with customers.
- Verifies the referral and authorization requirements of the patients’ insurance plans and completes referrals and prior authorizations in a timely manner according to department guidelines and workflows
- Update CRM logs promptly, accurately and efficiently
- Record necessary details for member that calls to obtain LOG after normal office hours / Escalate these case to morning Agent to perform follow up
- Issuance of Emergency LOG when required
- Preparation of reports where required
- Work as a team and ensure contact centre’s service indicators are met
- Any other tasks as assigned by Contact Centre Team Leader and Head of Department
- At least 1 Year(s) of working experience in a call centre environment is required for this position.
- Candidates with prior experience with healthcare insurance provider will be an added advantage
- Proficient in Microsoft Office Applications
- Possess good interpersonal and communication skills
- Ability to work under pressure
- Passion for customer service and a good team player
- Meticulous, committed and responsible
- Able to work staggered shift
- Might be required to work on certain Saturday mornings depending on department’s operational needs
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