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CarePlus Việt Nam

Call Center Supervisor

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Job Description

We are looking for 1 Call Center Supervisor to handle the Call Center operations efficiently with the highest sense of Customer Service. 
The successful candidates will play a fundamental role in achieving our customer satisfaction and revenue growth objectives, including but not limited to
  • Perform day to day operational activities in call center/customer service;
  • Answer incoming calls/emails from customers to handle medical appointments requests;
  • Answer incoming calls/emails from customers to provide information about our medical products, services and fees;
  • Answer all customer's inquiries and questions via any communication media/channel such as: Phone, Email, Facebook, Chat, any other as needed;
  • Always ensure highest communication & customer service quality when dealing with the client;
  • Give excellent service & recommendations;
  • Always answer to inquiries & solve problems on a timely manner and in general without delays;
  • Handle customer complaints and follow-up + reporting to Supervisor and Insurance/CS Manager;
  • Troubleshoot problems if any;
  • Smoothly liaise with clinics’ Front Office Desk teams (Front Office Managers, Receptionists, Cashiers and Insurance handlers etc..) in order to coordinate/answer accurately and timely to customers inquiries;
  • Sense of initiative for innovative solutions and ideas to enhance team productivities;
  • Understand deeply the workflow, all products and services of the clinic and advise customers about it when necessary;
  • Manages the call center’s team of agents;
  • Coach Representatives on daily basis by listening to calls/ checking emails & chats conversations and providing constructive and proper feedback/ guidance/ corrections;
  • Remains available at all times for Representatives’ questions and concerns;
  • Handles calls from customers who wish to speak to a Supervisor for whatever reason;
  • Monitors numbers of calls that Reps handle each hour to ensure each Rep is taking the required number of calls;
  • Checks the waiting time for customers on hold to make sure they are not waiting
  • unreasonable lengths of time;
  • Reviews periodically calls/emails/chats reports;
  • Maintains call center team attendance records;
  • Trains new call center Representatives on incoming calls, cold calling, appointment setting, product & services recommendations and on email/chat proper communication etiquette;
  • Meets with management to report the progress of the call center team;
  • Provides helpful feedback and positive communication to motivate call center Representatives;
  • Runs regular staff meetings with the team;
  • Communicates any company policy and procedure changes to Representatives if necessary.

Job Requirements

  • College Degree or above;
  • Experience in Medical or HealthCare Industry is ideal;
  • Minimum 2-year experience in Customer Service, Call Center environment & 1 year as a Supervisor;
  • Excellent Customer Service; Good Sales skills;
  • Good communication and strong problem-solving skills;
  • Customer satisfaction-oriented;
  • Good organization and time management skills;
  • Own and resolve issues and understand how and when to escalate;
  • MUST BE A TEAM PLAYER with good leadership skills;
  • Computer literate, familiar with online booking, social media, or mobile apps;
  • Minimum typing skills: 50 words per minute;
  • Proficient in English;
  • Open to working flexible shift schedules.

Other: Applications shall be sent in English only.

Additional Information

2018-10-16 USD

About CarePlus Việt Nam

CarePlus là hệ thống phòng khám theo tiêu chuẩn quốc tế, được đầu tư 100% vốn nước ngoài.  Cung cấp dịch vụ chăm sóc sức khỏe ngoại trú chất lượng cao, giá phải chăng, với đội ngũ y khoa hàng đầu và trang thiết bị hiện đại.

CarePlus là thành viên của Singapore Medical Group (SMG), nhà cung cấp dịch vụ chăm sóc sức khoẻ hàng đầu tại Singapore với mạng lưới hơn 20 chuyên khoa và hơn 26 phòng khám.

Call Center Supervisor

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