Assistant Manager, QSM

Job description:Job Description: Manage customer and stakeholder enquiries and issues via email and phone call, and to ensure a positive customer experience. Identify the issues and concern and provide the relevant advice and resolution. Provide support to the divisions on challenging cases Coordinate and facilitate family conferences between clients and service providers to work towards a positive resolution. Support case assessment using the relevant tools and system access Familiar with the schemes and services and the healthcare options to provide relevant advice to clients and caregiver Ensure compliance to relevant information management policies and Personal Data Protection Act (PDPA) guidelines, process and requirements when accessing and sharing information.  Provide feedback and suggestion on process improvement to divisions Map processes and manage service improvement projects where needed Requirements: Degree in any discipline. At least 5 years of working experience in customer service and/or quality service management, preferably in healthcare or social services. Strong command in English (verbal and written) Good command of second language will be a bonus Able to engage stakeholders and manage complex customer service/ feedback related issues Good interpersonal skills and able to build rapport with the clients and stakeholders. Able to keep calm and composure at high pressure situation   Problem Solving Skills to achieve the best outcome for the client and service provider Adaptable to changes