Call Center Executive
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Key skills for this role
About the Role
NMC Health plc seeks a Call Center Executive to handle incoming patient calls with professionalism and efficiency. The role requires maintaining KPIs, booking appointments, and resolving inquiries.
Key Skills for This Role
Responsibilities
- Attend to all incoming patient calls promptly and without delay
- Maintain record of information or message received from caller and communicate effectively to concerned department/person
- Book appointments and clarify enquiries related to hospital services
- Handle difficult/irate callers with calmness in a professional manner and escalate when needed
- Maintain departmental KPI and prepare duty roster as per operational requirement
- Contribute to improving departmental performance through assigned tasks/projects
- Promote hospital services to patients
- Adhere to organization's regulations and policies especially infection control, patient safety, JCI
Requirements
- Preferably a college graduate in any discipline
- Minimum 2 year experience as a call center agent in a patient focused environment and operation of multi line switchboard system
- Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills
- Exceptional interpersonal skill, maturity, good judgment and capable of communicating in a professional manner
- Excellent command of oral and written English
- Arabic language advantageous/desirable but not essential
Full Job Posting
Job Overview
- To ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller.
Duties and Responsibilities
- Responsible for maintaining excellent telephone etiquette and professionalism while attending to patient calls.
- Maintaining the departmental KPI.
- Preparing the departmental duty roster as per operational requirement.
- Liaison with supervisor and HOD to improve KPI and customer service.
- Attending to all incoming patient calls promptly.
- Maintaining record of information or message received from caller.
- Maintaining clarity in communication and pleasant tone of voice.
- Well versed with call center processes of call hold, call transfer, message receipt, call back.
- Assisting caller in best way possible and creating good impression.
- Responsible for first call resolution.
- Maintaining good average handling time.
- Booking appointments and clarifying enquiries.
Qualification, Education, Experience, Special Skills
- Preferably a college graduate in any discipline.
- Minimum 2 year experience as a call center agent in a patient focused environment.
- Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
- Exceptional interpersonal skill, maturity, good judgment.
- Patient focused; service oriented.
- Efficient organizational skills; ability to handle multiple responsibilities under pressure.
- Reliable, punctual, dependable, and responsive.
- Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.
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