Job Description

Job Overview

We are looking for a highly experienced and customer-focused Senior Customer Care Executive to join our team. In this role, you will serve as a key point of contact for our customers, ensuring a seamless, professional, and empathetic support experience. You will also mentor junior team members, help resolve escalated issues, and support continuous improvements in customer care processes.

Job Responsibilities

Customer Issue Resolution:

• Handle complex and high-priority customer inquiries and complaints across various channels with professionalism and empathy.

Escalation Management:

• Take ownership of escalated cases from junior customer care team members ensuring timely and satisfactory resolutions.

Product & Policy Expertise:

• Serve as a subject matter expert on company products, services, and customer service policies to support the team and improve response accuracy.

Cross-Functional Collaboration:

• Work closely with other departments (Sales & Marketing/Finance/branches/legal) to resolve customer issues and ensure seamless communication.

Performance monitoring

• Track/monitor/analyze the punctuality and response rate of junior team members to ensure customer's enquiries are well attended.

Team coaching & Support

• Mentor and support junior customer care executives through coaching, feedback, and knowledge sharing.

Training & Documentation

• Assist in creating and updating training materials, process guides, and FAQs to improve team efficiency and consistency.

Trend Identification:

• Identify recurring customer issues or feedback trends and relay insights to management for service/product's improvements.

Any other projects or duties as assigned by the management.

Job Requirements

 Job Requirements:

• Minimum 2-3 years of working experience in customer service line as a senior or supervisory role. 
• Possess relevant working experience in healthcare/ medical industry is an added advantage. 
• Possess minimum Diploma (Science background will be added advantage).
  Chinese candidate to help oversee our Customer Care department. As our customer base is predominantly Chinese we need someone who can engage with them in mandarin and main Chinese dialects.
• Excellent communication skills, proficiency in Chinese (both spoken & written) will be preferable. 
• Strong problem-solving and conflict resolution skills.
• Empathetic, patient, and customer-first mindset.
• Proficient in data analysis and capable in using Microsoft office.
• Ability to multitask and thrive in a fast-paced environment.
• Strong attention to detail and organizational skills.
• A team player with leadership capabilities.

Skills