[What the role is]

Join our team in a diverse role spanning customer service operations, healthcare regulatory transition, and corporate support work in the Corporate Communications and Service Quality (CCSQ) department within HSA. The successful candidate will manage daily customer service operations including feedback management and case handling, support critical healthcare regulatory transition activities with stakeholder engagement, and contribute to customer service initiatives and corporate gift administration within CCSQ.

[What you will be working on]

Customer Service Operations :

• Manage daily feedback management and case handling across HSA functions
• Triage and respond to public feedback queries and complaints
• Liaise with external agencies (e.g. on complex cross-agency complaints and no-wrong-door related queries)
• Draft public replies and manage external communications
• Develop frameworks and processes for complaint handling
• Maintain service quality standards and response timeframes
• Conduct service quality monitoring and checks

Support Work in CCSQ :

• Support service awards management and administration
• Corporate gifts administration and coordination
• Implement customer service initiatives and improvement projects
• Assist with centralisation of feedback management across HPRG functions

[What we are looking for]

• Minimum 3 years of relevant working experience with good customer service skills, preferably in both frontline customer service and administrative function.
• Candidates who have handled feedback and complaint cases via a customer feedback management system and has Call-Centre experience will be advantageous.
• Candidates should demonstrate analytical thinking, problem-solving abilities, strong attention to detail, interpersonal skills, adaptability, and initiative for process improvement.