Assistant Manager, Customer Experience

• 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

Job 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