Booking Operations Management
- Oversee daily booking processes to ensure accuracy, efficiency, and customer satisfaction.
- Monitor KPIs related to booking volumes, turnaround times, and service quality.
Chatbot Optimization
- Lead the design and integration of chatbot solutions for customer inquiries.
- Collaborate with IT and product teams to enhance chatbot scripts, workflows, and escalation paths.
- Analyze chatbot performance metrics and implement improvements to increase resolution rates.
Service Top-Up Initiatives
- Develop and manage strategies to promote service top-ups and add-on offerings during the booking process.
- Train customer service representatives to identify upsell opportunities and deliver value-added solutions.
- Track and report on incremental revenue generated through top-up services.
Customer Experience Leadership
- Ensure seamless customer journeys across digital booking channels.
- Handle escalations and complex cases with professionalism and empathy.
- Implement feedback loops to continuously improve service delivery.
Team Management
- Lead, coach, and develop a team of customer service representatives.
- Foster a culture of accountability, innovation, and customer-centricity.
- Conduct regular training sessions on digital tools, chatbot usage, and upselling techniques.
Requirements
- Degree holder is preferred
- Minimum 6 years working experience with at least 3 years of relevant experience in healthcare industry
- Proficiency in PC knowledge
- Demonstrate effective communication skills, especially in English and Chinese
Benefits
- Health Plan
- Pension Plan
- Work From Home
- Training & Development
- Performance Bonus