Assistant Manager, Customer Experience

Job Description:

  • Manage customer and stakeholder enquiries and issues via email and phone call, and to ensure a positive customer experience.
  • Identify the issues and concern and provide the relevant advice and resolution.
  • Provide support to the divisions on challenging cases
  • Coordinate and facilitate family conferences between clients and service providers to work towards a positive resolution.
  • Support case assessment using the relevant tools and system access
  • Familiar with the schemes and services and the healthcare options to provide relevant advice to clients and caregiver
  • Ensure compliance to relevant information management policies and Personal Data Protection Act (PDPA) guidelines, process and requirements when accessing and sharing information. 
  • Provide feedback and suggestion on process improvement to divisions
  • Map processes and manage service improvement projects where needed

Requirements:

  • Degree in any discipline.
  • At least 3 years of working experience in customer service and/or quality service management, preferably in healthcare or social services.
  • Strong command in English (verbal and written)
  • Good command of second language will be a bonus
  • Able to engage stakeholders and manage complex customer service/ feedback related issues
  • Good interpersonal skills and able to build rapport with the clients and stakeholders.
  • Able to keep calm and composure at high pressure situation  
  • Problem Solving Skills to achieve the best outcome for the client and service provider
  • Adaptable to changes