Senior/ Patient Service Associate, Contact Centre

Job PurposeThe Senior/ Patient Service Associate, Contact Centre is responsible for delivering high-quality customer service through inbound and outbound calls, emails, live chat, text messaging and other communications channels.The role ensures timely resolution of enquiries, issues, and requests while maintaining service level standards, accurate documentation, and a professional customer experience.Key ResponsibilitiesCustomer Service & SupportHandle inbound calls, emails, chat messages, and enquiries promptly in accordance with contact centre scripts, workflows, and service level agreements.Manage follow-ups, callbacks, and pending cases within committed timelines.Meet daily/weekly targets such as call quality, first-call resolution, and response time.Record all interactions and case details in the CRM system.Provide accurate information on products, services, pricing, and policies.Identify customer needs, clarify information, and provide solutions or appropriate escalation.Resolve customer issues efficiently or escalate to the relevant department.Maintain a positive, empathetic, and professional attitude with customers at all times.Administration & ReportingUpdate customer information and case notes accurately.Prepare simple reports on recurring issues or customer feedback.Assist with surveys, outbound campaigns, appointment reminders, or customer follow-up calls.Performing administrative duties and any other duties as assigned.Team CollaborationParticipate in team briefings, coaching sessions, and ongoing training.Share feedback and insights to improve workflows and customer experience.RequirementsQualificationsMinimum GCE O-Level, Diploma, or equivalent.Prior call centre or customer service experience is advantageous.Willing to commit to 5.5 days work week.Skills & CompetenciesCustomer-centric mindset with a calm and professional phone and online chat presence.Strong verbal communication and active listening skills.Good written communication skills.Ability to multitask, manage high-volume call queues, and work in a structured environment.Basic problem-solving and troubleshooting capabilities.Proficient in using CRM systems, telephony platforms, and basic computer applications.Good team player who is able to work independently with minimal supervision.Experience with the PLATO Clinic Management system will be an advantage.