Contact Center Personnel at Metropolitan Hospital

DESCRIPTION

Provide customer/clients with general service information by handling customer inquiries both telephonically and by email.

RESPONSIBILITIES

• Answer calls and respond to emails
• Provide customers with general service information
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Be able to maintain confidentiality with shared information
• Capable of handling issues and complaints and providing solution to the customers
• Identify and escalate priority issues
• Update existing customer information in database systems
• Route calls to appropriate resource if issue cannot be resolved at call center
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Greet customers warmly and ascertain problem or reason for calling
• Listen and respond appropriately to customer including the use of techniques to diffuse escalating situations
• Utilize computer technology to handle high call volumes
• Compile reports on overall customer satisfaction

QUALIFICATIONS

Skills and Qualifications:

• Education: Diploma hospitality management/customer service/front office or related field. 
• Experience: 2 years and above
• Contact centre experience will be an added advantage. 
• Excellent verbal and written communications skills. 
• Customer service orientation. 
• Attention to detail. 
• Computer literacy.