Call Center Representative at Lions Sightfirst Eye Hospital

Call Center Representative responsibilities include:

• Managing large amounts of inbound and outbound calls in a timely manner
• Following call centre “scripts” when handling different topics
• Identifying customers’ needs, clarify information, research every issue and providing solutions

Job Description

• We are looking for a Call Center Representative that will be the liaison between our hospital and its current and potential patients.
• The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call centre database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Requirements and skills

• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types.
•  Ability to multitask, set priorities and manage time effectively