Call Center Executive -UAEN
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Key skills for this role
About the Role
NMC Health plc is seeking a Call Center Executive in Al-Ayn to handle inbound and outbound calls, schedule appointments, and provide excellent customer service. The role requires a college graduate with at least 2 years of call center experience in a patient-focused environment.
Key Skills for This Role
Responsibilities
- Ensure all inbound and outbound calls are handled with metrics: First Call Resolution, Service Levels, Customer Satisfaction, Quality, Accessibility, Accuracy, Schedule Adherence
- Attend all phone calls and answer within three rings (20 seconds)
- Follow NMC Standardized Call Center Script with appropriate greetings
- Adhere to appropriate Hold procedure and efficient Transfer methods
- Maintain highest level of Quality on all calls
- Collect accurate information: Caller's Name, Company/Institution, Contact details/Patient File Number
- Efficiently use Hospital Management system and tools to schedule appointments and maintain patient confidentiality
- Maintain Courtesy and Professionalism with appropriate voice modulation and clarity
- Provide accurate and relevant information focusing on First Call Resolution
- Exercise effective communication within internal departments
- Handle customer concerns or complaints with highest importance and resolve effectively; direct to supervisor if needed
- Be up to date with company policies and participate in training and development programs
Requirements
- College graduate in any discipline
- Minimum 2 year experience as a call centre executive / telephone operator in a patient focused environment and operation of multi line switchboard system preferred
- Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills
- Good interpersonal skills, maturity, good judgment and capable of communicating in a professional manner
- Superior phone etiquette skills
- Patient focused; service oriented; patient & understanding
- 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
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. The primary aim of the call center is to assist customers with a high level of service, thereby leaving a positive Customer Experience.
Key Responsibilities
- Ensure all inbound and outbound calls are handled with metrics: First Call Resolution, Service Levels, Customer Satisfaction, Quality, Accessibility, Accuracy, Schedule Adherence.
- Attend all phone calls and answer within three rings (20 seconds).
- Follow NMC Standardized Call Center Script with appropriate greetings.
- Adhere to appropriate Hold procedure and efficient Transfer methods.
- Maintain highest level of Quality on all calls.
- Collect accurate information: Caller's Name, Company/Institution, Contact details/Patient File Number.
- Efficiently use Hospital Management system and tools to schedule appointments and maintain patient confidentiality.
- Maintain Courtesy and Professionalism with appropriate voice modulation and clarity.
- Provide accurate and relevant information focusing on First Call Resolution.
- Exercise effective communication within internal departments.
- Handle customer concerns or complaints with highest importance and resolve effectively; direct to supervisor if needed.
- Be up to date with company policies and participate in training and development programs.
Qualifications
- Preferably a college graduate in any discipline.
- Clarity in communication while speaking to the caller.
- Minimum 2 year experience as a call centre executive / telephone operator in a patient focused environment and operation of multi line switchboard system preferred.
- Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
- Must have good interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills.
- Patient focused; service oriented; patient & understanding.
- Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
- Reliable, punctual, dependable, and responsive.
- Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.
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