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Call Center Agent

2.00 to 4.00 Years   Al Kuwait, Kuwait   09 Dec, 2022
Kuwait Hospital
1 Jobs Openings
Job LocationAl Kuwait, Kuwait
EducationHigh school or equivalent
SalaryNot Mentioned
IndustryMedical Hospital
Functional AreaNot Mentioned

Job Description

The call center agent may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to patients and clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response while maintaining confidentiality. The call center agent provides accurate information, book hospital appointments according to the scheduling rules and acts as an interface between patients and different hospital clinics and departments.DETAILED DUTIES AND RESPONSIBILITIES:

  1. Answering or making calls to patients, clients, providers and addressing their needs, complaints, or other issues with hospital products or services.
  2. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
  3. Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed.
  4. Building lasting relationships with callers and other contact center team members based on trust and reliability.
  5. Utilizing software, databases, scripts, and tools appropriately.
  6. Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service.
  7. Providing excellent consistent customer service.
  8. Providing patients with alternatives for doctor appointments should the doctors have no room on their schedule.
  9. Making recommendations for hospital products or services that may suit caller needs
  10. Taking part in training and other learning opportunities to expand knowledge of company and position.
  11. Adhering to all hospital policies and procedures.
  12. Adhering to all contact center policies, procedures, call scripts, greetings, workflows, and instructions.
  13. Adhering to hospital patient confidentiality, privacy and secrecy rules, policies, and instructions.
  14. Perform other tasks as requested by management.

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