Customer Relations Officer

Thomson Medical is in the midst of an exciting transformation, where new ways of working, systems and processes are re-shaping.

If you do not want to miss out this excitement and believe in our purpose in empowering life journeys by caring for generations of women, children and families, we invite you to apply for the following opportunity with us!

The Customer Relations Officer is responsible for providing a seamless experience to patients and customers through inbound and outbound calls, online, chatbot, and CRM-managed enquiries at Thomson Medical Centre (TMC). He/She ensures timely and professional responses, maintains accurate customer records in the CRM system, supports smooth hospital operations, delivers excellent service to internal and external customers, and performs any other duties assigned by Reporting Officers.

RESPONSIBILITIES

• Provide professional, accurate, and timely assistance to customers through multiple channels, focusing on CRM cases and assisting in hotline/scheduled calls, live chat, and chatbot escalations.
• Manage and resolve customer enquiries at the first point of contact whenever possible, ensuring a positive customer experience.
• Handle CRM-generated enquiries and service requests, ensuring accurate case creation, documentation, tracking, and closure within agreed service levels professionally, empathetically, and in accordance with established procedures.
• Assist customers with appointment booking, rescheduling, cancellation, and general appointment-related enquiries.
• Escalate complex, urgent, or sensitive cases to the reporting officer, appropriate departments and/or management for resolution and follow-up.
• Maintain accurate and complete customer records in the feedback and contact management system and ensure all interactions are properly documented.
• Coordinate with internal departments to obtain information and facilitate the resolution of customer enquiries and requests.
• Monitor and follow up on outstanding cases to ensure timely resolution and customer satisfaction.
• Maintain a thorough understanding of the organization's products, services, healthcare packages, promotions, membership programmes, and events.
• Ensure compliance with company policies, regulatory requirements, and data privacy standards while handling customer information.
• Perform any other duties and responsibilities assigned by the Reporting Officer or Management from time to time.

REQUIREMENTS

• Minimum GCE “O” Level certification with a minimum of 1 year of experience in the healthcare or hospitality industries and/or Call Centre.
• Competent in utilizing Microsoft Word and Excel alongside internal CRM systems.
• Strong customer service and communication skills, with the ability to handle complaints professionally and deliver effective service recovery.
• Experienced in managing customer interactions across multiple channels, including phone, email, CRM, chat, and chatbots.
• Highly organised and detail-oriented, with strong problem-solving, decision-making, and time-management abilities.
• Demonstrates empathy, professionalism, and a collaborative approach to working effectively with customers and internal teams.
• Bilingual candidates will have an added advantage.

If you do not possess the above experience, your application will still be considered on individual merits and you may be contacted for other opportunities.

By submitting your personal data and/or resume, you give consent to the collection, use and disclosure of your personal data and/or resume by the company (or its agent) for the purpose of the processing and administration by company relating to this job application.

We regret to inform that only shortlisted candidates would be notified.