Advanced Dental Group – Customer Service Manager

• Manage customers’ enquiries from all channels (Call Center Hotline, E-mails, WhatsApp, Online Messages) in accordance to company’s communication policy accurately and timely
• Engage customers actively by identifying their needs and making relevant recommendations.
• Tabulation and analysis of data to determine the performance of the call centre
• Monitor the call centre performance and provide monthly report to Management
• To manage patients’ feedbacks leading to positive outcomes and drive improvement in customers’ satisfaction
• Be responsible for optimising appointments through good appointment management and ensure a consistently high standard of customer service within the department
• Planning the shift schedule for the call centre team, including yourself
• Counsel, coach, and mentor individual associates as required, to drive initiative, performance and consistency.

Others:

Individual Performance Bonus of up to 3 months is payable

Refer to www.advanceddental.co for information on our clinic branches.

We regret that only shortlisted candidates would be notified.

Qualifications

1. Diploma or Degree holder
2. Minimum 5 years of experience in Customer Service preferably in the Healthcare / Hotel / F&B Industry
3. Experienced in handling department projects and initiatives
4. Experienced in leading a team
5. Knowledge in Plato system will be a plus
6. Ability to speak and write fluent English and Mandarin (to liaise with Mandarin speaking customers) will be a plus
7. Must be able to commit night sessions (3 of the weekdays are till 9PM)
8. Good team player