Call Center Agent

Call Center Agent

الوصف الوظيفي

The call center agent may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to patients and clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response while maintaining confidentiality. The call center agent provides accurate information, book hospital appointments according to the scheduling rules and acts as an interface between patients and different hospital clinics and departments.

DETAILED DUTIES AND RESPONSIBILITIES:

1. Answering or making calls to patients, clients, providers and addressing their needs, complaints, or other issues with hospital products or services.
2. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
3. Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed.
4. Building lasting relationships with callers and other contact center team members based on trust and reliability.
5. Utilizing software, databases, scripts, and tools appropriately.
6. Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service.
7. Providing excellent consistent customer service.
8. Providing patients with alternatives for doctor appointments should the doctors have no room on their schedule.
9. Making recommendations for hospital products or services that may suit caller needs
10. Taking part in training and other learning opportunities to expand knowledge of company and position.
11. Adhering to all hospital policies and procedures.
12. Adhering to all contact center policies, procedures, call scripts, greetings, workflows, and instructions.
13. Adhering to hospital patient confidentiality, privacy and secrecy rules, policies, and instructions.
14. Perform other tasks as requested by management.

الوصف الوظيفي

المهارات

• High school diploma or equivalent.
• 2 years call center experience in hospital or related field
• Bilingual
• Holding transferrable Kuwait visa 18
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Ability to understand healthcare products, services, and policies.
• Proficiency with computers, especially with HIS, EMR, Medical Scheduling, CRM software, and strong typing skills.
• Strong time management and decision-making skills.
• Adaptability and accountability.

المهارات

تفاصيل الوظيفة

منطقة الوظيفة

الكويت, الكويت

قطاع الشركة

المستشفيات الطبية

طبيعة عمل الشركة

صاحب عمل (القطاع الخاص)

الدور الوظيفي

خدمة العملاء ومركز الإتصال

نوع التوظيف

دوام كامل

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

1

تفاصيل الوظيفة

المرشح المفضل

المستوى المهني

مبتدئ الخبرة

عدد سنوات الخبرة

الحد الأدنى: 2

منطقة الإقامة

الكويت

الشهادة

الثانوية العامة أو ما يعادلها

المرشح المفضل

Job Source