Senior Customer Relations Executive [Singapore]

 

The Senior Customer Relations Executive performs customer service duties, guide and train staff, manage staff, report preparation, process review and process improvement. Supervises the valet team.

Key accountabilities

• Visiting patients in their rooms daily, offering assistance and recording feedback received

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• Meeting and assisting VIPs visiting the hospital or for admission and discharge
• Compile, tabulate and publish ward visitation report on a weekly basis
• Compile Absenteeism KPI and sends out Daily Attendance Report
• Champion GEMS initiative and service recovery effort
• Handle and follow-up on feedback and complaints from customers
• Be a role model of customer service
• Ensure smooth traffic flow at Lobby and at drive way
• Conduct hospital and maternity tours. Compile, tabulate and publish hospital tour report
• Handle, guide and train staff for succession
• Handle administration work and perform tasks pertaining to requisitions and reimbursements
• Conduct periodic or random audit check on Valets
• Conducts internal audits for adherence to STMs
• Compilation of monthly Valet Revenue report
• Participate in projects and assist in events.
• Perform any other duties or to undertake other responsibilities as assigned by Front Office Manager or Division Head

Qualifications & Experience

a. Diploma / Degree in any discipline
b. Possess at least 5 years of customer service experience in a supervisory role and experience in the service industry.

Additional Information

• Relevant working experience in healthcare industry is a plus
• Good communication skills (both spoken and written)
• Excellent telephone etiquette and customer service skills
• Patient and compassionate towards guests and patients
• Enjoy helping people and solving problems
• Enjoy teamwork. Able to work independently, pleasant and helpful
• Highly organised and efficient with the ability to multi-task and work in a fast-paced and result-driven environment
• Computer literacy is a must
• Proficient in MS Office
• Experience in project management

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