Call Center Executive
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Key skills for this role
About the Role
Responsible for patient calls, maintaining KPIs, booking appointments, and ensuring customer satisfaction with strong communication and organizational skills.
Key Skills for This Role
Responsibilities
- Attend to all incoming patient calls promptly and without delay
- Maintain excellent telephone etiquette and professionalism
- Book appointments and clarify enquiries related to hospital services
- Maintain departmental KPIs and prepare duty rosters
- Handle difficult/irate callers with calmness and escalate when needed
- Collect and maintain feedback regarding service and communicate complaints
- Contribute to improving departmental performance through assigned tasks/projects
Requirements
- Excellent telephone etiquette and professionalism
- Experience in call center processes such as call hold, transfer, message receipt, and call back
- Ability to handle difficult/irate callers with calmness and professionalism
- Ability to multitask and manage call volumes
Full Job Posting
Overview
- Responsible for maintaining excellent telephone etiquette and professionalism while attending to patient calls.
- Maintaining the departmental KPI and preparing the departmental duty roster as per operational requirement.
- Liaison with supervisor and HOD to improve KPI and customer service.
Responsibilities
- Attend to all incoming patient calls promptly without delay as per guidelines.
- Maintain record of information or message received from caller and communicate effectively to concerned department/person.
- Maintain clarity in communication and pleasant tone of voice at all times.
- Well versed with call center processes of call hold, call transfer, message receipt, call back etc.
- Assist caller in the best way possible and create a good impression.
- Responsible for first call resolution to achieve utmost patient satisfaction.
- Maintain good average handling time while ensuring caller satisfaction.
- Book appointments and clarify enquiries related to hospital services.
- Collect and maintain feedback regarding service and communicate complaints.
- Handle difficult/irate callers with calmness in a professional manner and escalate when needed.
- Multitask and manage call volumes as per call flow to maintain KPI within standards.
- Contribute to improving departmental performance through assigned tasks/projects.
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