Position Title: Contact Centre-Reliever-Hospital
Ital GLOBAL - We are a comprehensive Human Capital and Quality Management Consultancy firm dedicated to helping organizations just like yours with their HR and Quality Management requirements. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spend. Our Human Capital solutions, advice and guidance are uniquely designed and shaped around your exact requirements and objectives. They will fit with your culture and the business challenges that you currently face
We are searching for professional Contact Center-Reliever to work closely with other team members in providing outstanding service to our customers and patients through our contact centre.
The successful candidates must be able to effectively respond to customer inquiries and provide information through various communication channels, while keeping customer satisfaction at the core of every decision and interaction.
Job Requirements
- Minimum Diploma in Front Office Administration, Communications, Telephone Operations or related course.
- Minimum 1-year experience in a contact centre role, ideally within a similar setting in a medical facility.
- Computer literate with an above-average typing speed (30 WPM with a 95% accuracy).
- Excellent verbal and written communication skills in both English and Kiswahili
- Excellent telephone etiquette & listening skills with an ability to calm irate or anxious customers.
- Available to work shifts, which will include working during nights, weekends, and public holidays.
- Medical training is an added advantage.
Competencies and Skills Required
- Ability to observe confidentiality
- Excellent communication and presentation skills.
- Enthusiasm and Reliability
- Ability to multi-task and work under pressure
- Ability to work long hours
- Be self-motivated
- Be flexible and adaptable
- Exceptional interpersonal skills
- Can handle complaints in a cool manner and tactful
- Courteous
- Have an interest in helping people.
- Observation Skills
Job Duties and Responsibilities.
- Respond to inquiries and feedback from phone calls, email, social media, website & other communication channels.
- Enter all required data into the contact centre system in an accurate & timely manner from all customer contact touch points.
- Book appointments & make required follow ups with the patient and clinic concerned to confirm or reschedule the appointment.
- Coordinate the provision of services from our online platforms (telemedicine) within the required turnaround time.
- Carry out outbound telemarketing campaigns to inform clients of new service offerings & promotions.
- Screen and route internal & external calls to other departments, doctors, staff efficiently.
- Perform other duties as assigned.
Interested applicants should send their detailed CVs and cover letters urgently quoting the job title (Contact Centre-Reliever -Hospital) as subject to careers@italgloballtd.com to reach us not later than 31st OCTOBER 2023. Only the shortlisted candidates will be contacted.