Call Center Executive -UAEN
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Key skills for this role
About the Role
Ensure prompt and polite handling of calls, focusing on customer satisfaction, first call resolution, and maintaining professionalism in a patient-focused environment.
Key Skills for This Role
Responsibilities
- Attend all phone calls promptly and ensure calls are answered within three rings (20 seconds).
- Follow the NMC Standardized Call Center Script with appropriate greetings.
- Adhere to appropriate hold procedures and efficient transfer methods.
- Maintain the highest level of quality on all calls.
- Collect accurate information including caller's name, contact details, and patient file number.
- Efficiently use the Hospital Management system to schedule appointments and maintain patient confidentiality.
- Maintain courtesy and professionalism with appropriate voice modulation and clarity of speech.
- Provide callers with accurate and relevant information focusing on First Call Resolution.
- Exercise effective communication within internal departments.
- Handle customer concerns or complaints with the highest level of importance and resolve effectively.
- Participate in all required training and development programs.
- Adhere to organization's regulations and policies including infection control, patient safety, and quality assurance.
Requirements
- Experience in handling inbound and outbound calls in a call center environment.
- Ability to answer calls within three rings and follow standardized scripts.
- Proficiency in data entry and use of hospital management systems.
- Strong communication and interpersonal skills.
- Ability to handle customer concerns and resolve issues effectively.
- Willingness to work evenings, nights, weekends, and holidays as per schedule.
Full Job Posting
Job Purpose
- 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.
- To ensure that all inbound and outbound calls are handled with metrics: First Call Resolution, Service Levels, Customer Satisfaction, Quality, Accessibility, Accuracy, Schedule Adherence.
Responsibilities
- To always attend all the phone calls.
- To ensure that all calls are answered within three rings (20 seconds).
- To follow the NMC Standardized Call Center Script with the use of appropriate greetings.
- Adhere to the appropriate Hold procedure and the use of efficient Transfer methods.
- Maintain the highest level of Quality on all calls.
- To ensure that accurate information is collected at all times.
- Efficient use of the Hospital Management system and tools.
- To maintain Courtesy and Professionalism with the use of appropriate voice modulation and clarity of speech.
- To provide all callers with accurate and relevant information by focusing on First Call Resolution.
- To exercise effective communication within internal departments.
- To handle customer concerns or complaints with the highest level of importance and resolve the concern effectively.
- To be up to date with all company policies and participate in all required training and development programs.
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