Contact Center - Reliever (Hospital) at Ital Global

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.