Posted On: Wednesday, September 27th, 2023
Description
Main Purpose of The Job:
Telephone operator is responsible for to handling every phone call including
emergency code calls with importance to provide professional and customer
focused response to guests, and provides assistance in a 24 hour call center,
patient information, transfer to departments' offices, and assist staff and
patients with making internal, local, and long distance calls when needed.
Key Responsibilities Areas:
* To answer and deal with all incoming telephone calls promptly, efficient and in a professional manner.
* To schedule appointments according to set procedures and policies.
* To appropriately document all interactions and activities relevant to the call and uses appropriate Wrap-up code.
* To conduct all outbound calls in an efficient, effective, and professional manner
* To transfer calls correctly to the appropriate staff and/or extensions as needed and required
* To inform and provide information regarding Al Murjan hospital, departments, physicians, directions and available services.
* Document all complaints and report all incidents to the Contact Centre Supervisor in a timely manner to ensure continuous improvement of own services as well as the services of the contact centre.
* Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
* Interrupt busy lines if an emergency warrant.
* Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
* Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
Requirements
Required Education:
Bachelor 's degree.
Required Experience:
Minimum 1 year Contact Centre/Operator experience in a customer service
operations environment
Required Job Skills and knowledge:
* Proficient in verbal and written English
* Proficient in verbal and written Arabic
* Demonstrate computer skills (MS Office, Outlook, Avaya Aura, Avaya phones)
* Demonstrate ability to handle confidential and sensitive information in the correct manner.
* Ability to communicate effectively via telephone and online channels.
* Demonstrate the ability to work accurate and quickly.
* Sound knowledge and understanding of client service principles.
* Medical terminology.
Summary
Industry :
Hospital & health care
Experience Required :
1 year(s) minimum
Career Level :
Entry level
Languages
AR - Native or Bilingual Proficiency
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