Associate, Contact Centre

Roles & Responsibilities:

• Answer incoming calls and emails in a polite and timely manner that is in-line with FPH service standards.
• Understand the requirements of the caller and provide accurate information about FPH and going the extra mile in assisting all enquires.
• Re-direct or transfer calls to the appropriate departments.
• Respond to caller’s needs and deal with difficult situation in a professional and service-oriented manner.
• Assist with the requests or resolve problems for FPH customers.
• To manage RSVPs and the enquires for FPH Public Forum/Talks from different channels (calls/e-mails).
• Support Code Blue Activation during medical emergencies.

Qualifications:

• Able to perform overnight shifts.
• GCE ‘O’ Level and above.
• 1 to 2 years of call centre experience, preferably in a healthcare setting environment.
• Excellent command of English and a second language.
• Excellent communication and customer service skills, with good telephone etiquettes.
• Meticulous with attention to details.
• Mature, analytical and able to work under pressure.
• Familiar with basic medical terminology.