Senior Customer Care Executive - Healthcare Industry

Customer Issue Resolution : Handle complex and high-priority customer inquiries and complaints across various channels with professionalism and empathy.

Escalation Management : Take ownership of escalated cases from junior customer care team members ensuring timely and satisfactory resolutions.

Product & Policy Expertise : Serve as a subject matter expert on company products, services, and customer service policies to support the team and improve response accuracy.

Cross-Functional Collaboration : Work closely with other departments (Sales & Marketing / Finance / branches / legal) to resolve customer issues and ensure seamless communication.

Performance monitoring : Track / monitor / analyze the punctuality and response rate of junior team members to ensure customer's enquiries are well attended.

Team coaching & Support : Mentor and support junior customer care executives through coaching, feedback, and knowledge sharing.

Training & Documentation : Assist in creating and updating training materials, process guides, and FAQs to improve team efficiency and consistency.

Trend Identification : Identify recurring customer issues or feedback trends and relay insights to management for service / product's improvements.

JOB REQUIREMENTS

Minimum 2-3 years of working experience in customer service line as a senior or supervisory role.

Possess minimum Diploma (Science background will be added advantage).

Possess relevant working experience in healthcare / medical industry is an added advantage.

Excellent communication skills, proficiency in Chinese (both spoken & written) will be preferable. As our customer base is predominantly Chinese we need someone who can engage with them in mandarin and main Chinese dialects.

HOW TO APPLY

Interested applicants, kindly send your resume in MS WORD format to or please click on “Apply Now” and provide the below details in your resume.

We regret only shortlisted candidates will be notified.

Your application will include the following questions :

• How many years' experience do you have as a Customer Care Executive?
• Which of the following languages are you fluent in?

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