Customer Service
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About the team
Doctor Anywhere's Operations team is a crucial part of the company. We ensure the day-to-day excellence of our business, virtual and in-person clinical services, resolving operational issues in a timely manner and providing the best customer experience possible. We make sure that our customers remain our top priority.
About the role
We are seeking an Executive, Operations (Customer Service) who will be in charge of the end-to-end customer journey. You should demonstrate good communication skills to liaise with cross-functional teams and manage both internal and external stakeholders. You have 1-2 years of experience in operations or customer service role, and most importantly, you have the willingness to learn.
The ideal candidate will have a mindset of continuous improvement and change and will demonstrate curiosity, collaboration and the ability to deal with ambiguity, especially in a start-up environment.
You will report directly to the Assistant Manager, Operations.
A summary of the key responsibilities and requirements are as follows:
- Handle enquiries received via phone and email while ensuring a high standard of quality in terms of business integrity and customer experience.
- Resolve customers’ technical issues and provide feedback and analysis.
- Deal with all instructions, queries and service requests promptly, accurately and within company specified time frames.
- Handle day-to-day operational issues and ensure issues are resolved in a proper and timely manner.
- Responsible for monitoring customers’ payment status.
- Identify process gaps in customer experience and drive improvement.
- Share utilisation reports to corporate accounts / insurers / TPAs
- Prepare user manual to educate new corporate groups on how to use the services
- Any other ad hoc duties assigned when appropriate.
About you
- Minimum with a diploma and at least 1-2 years of Customer Service experience. Fresh graduate is welcome to apply.
- Able to work on a rotational shift between 9am - 9pm
- Superior listening, good written and verbal communication skills.
- Ability to proactively seek solutions while maintaining a calm disposition.
- Able to work shift hours including nights, weekends and during Singapore public holidays.
- Independent and able work in a fast-paced environment.
- Comfortable with ambiguity – we are a fast-growing business and there's always unchartered territories, which is part of the fun. You should be comfortable with it and understand that not everything is 100% defined all the time.
- Experience of working within a tech startup and hyper growth environment would be a bonus.
About Doctor Anywhere
Doctor Anywhere (DA) is on a mission to be the largest tech-enabled, omnichannel healthcare provider in Southeast Asia. First launched in Singapore in 2017, DA aims to bridge gaps in the healthcare ecosystem through developing innovative solutions and technologies. In 2021, DA raised SGD$88 million in Series C fundraising (August 2021) and acquired Doctor Raksa, the biggest telemedicine platform in Thailand which further strengthened our foundation for telehealth and healthcare offerings. Today, DA is present in Malaysia, Thailand, the Philippines, Vietnam, Indonesia and India, serving more than 2.5 million (and growing) users across the region.
At DA, we believe in the value of innovation and collaboration. Grounded in our motto of “Keep Going, Keep Growing”, our team strives towards excellence every day, and values diversity in perspectives brought by every member. Together, we bring quality healthcare to your doorstep!
Not for you? We have other opportunities that may interest you or someone you know. Feel free to visit us at our careers page - https://doctoranywhere.com/job-listing/ for more information.
