Posted by Premium Jobs MEMBER 8 Feb 12:48 pmAccra Central, Accra
Answer and deal with all incoming telephone calls promptly, efficiently and in a professional manner.
Speak clearly and persuasively in both positive and negative situations, listens and gets clarification as well as respond with correct information to questions.
Schedule appointments according to set procedures and policies
Appropriately document all interactions and activities relevant to the call and use appropriate Wrap-up code.
Handle calls as per quality standards and use relevant call techniques
Conduct all outbound calls in an efficient, effective and professional manner
Transfer calls correctly to the appropriate staff and/or extensions as needed and required
Be the central source of information.
Keep up to date records of hospital polices and provide accurate and up to date information regarding MCME hospitals and clinics, departments, physicians, directions, facilities and available services
Document all complaints and report all incidents to the Contact Centre Service Delivery Manager in a timely manner. Be actively involved in the quality improvement and activities within the Department
Minimum High School Graduate, Tertiary Diploma or Bachelor’s Degree preferably within the fields of medical science, finance/ accounting is an advantage
2-3 years of experience in a customer service role, preferably healthcare
Good command of written and spoken English and Arabic language
Strong customer service experience in a hospital, hotel or similar environment is advantageous
Good computer skills
Organized and able to work methodically
Presentable, professional attitude as well as a confident and enthusiastic personality
Excellent interpersonal and communication skills with a tactful manner when working with people
Able to effectively work under pressure
The ability to effectively lead and motivate the team
Able to relate to people from different cultural backgrounds
Good exposure to social media and marketing, channels
Considerable knowledge on the operation of the Call center
Ability to retain knowledge of hospital and clinic locations, staff names, Doctors, treatments, and functions of the hospital
Talking and hearing continuously in the process of communicating as per the calls quality and standards with the out-patients and staff
Ability to provide cover for extended working hours
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