Customer Care Officer #SGUP

Attachment Description:
1. To respond to new and existing patient enquiries
2. Manage and resolve patient complaints
3. Follow up closely with new enquiries and convert them into our patient

4. Update the patient's status in CRM tool (Copper) to deliver best in class customer service support experience to the patient

5. Work with operations/clinic manager to develop and implement processes/procedures/guidelines to streamline and improve patient's experience

6. Identify areas where customer service needs to be improved and work with operations/clinic manager to develop and implement protocols/guidelines to   resolve the identified areas

7. Carry out monthly monitoring and coaching of staff to ensure a consistent and excellent level of service is delivered

8. Any other ad-hoc duties allocated


Technical Skills and Competencies:
1. To learn how to map out customer journeys
2. To learn how to communicate effectively with our customers using LAAF model
3. To learn dental knowledge
4. Active participation in strategic planning process, including developing protocols and implementing them


Duration of Attachment:
9 Months


Eligibility Criteria for SGUP-EA:
All Singaporeans and Permanent Residents are eligible for the programme, with the exception of recent graduates who should apply for the SGUnited Traineeships Programme instead.

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