Contact Centre Agent
Job Description
Contact Centre Agent
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MAIN PURPOSE OF JOB
Clearly communicate with and provide assistance to patients through multiple channels of communication including telephone, email, social media and the internet, in a manner that actively promotes patient satisfaction
Attend to all incoming telephone calls promptly, efficiently and in a professional manner
Schedule appointments according to set procedures and policies
Document all interactions and activities relevant to the call and uses appropriate Wrap-up code
Conduct all outbound calls in an efficient, effective and professional manner
Transfer calls correctly to the appropriate staff and/or extensions as needed and required
Inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services
Document all complaints and report all incidents to the Contact Centre Supervisor in a timely manner to ensure continuous improvement of own services as well as the services of the contact centre
REQUIRED EDUCATION
High School Diploma or equivalent (Grade 12)
A relevant Bachelor’s degree will be an advantage
REQUIRED EXPERIENCE
At least 1 year Contact/Call Centre experience in a customer service operations environment
Relevant experience in a hospitality or healthcare environment will be an advantage
REQUIRED JOB SKILLS AND KNOWLEDGE
Basic Arabic language skills
Client service and related management principles
Confidentiality and dealing with sensitive information
Demonstrate computer skills (MS Office, Outlook, Avaya Aura, Trakcare, Avaya/Cisco phones)
Demonstrate the ability to work accurately and quickly
Effective communication
Medical terminology
Verbal and written communication skills in English
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Provider Description Enabled SAP as service provider
“route” is used for session stickiness
“careerSiteCompanyId” is used to send the request to the correct data centre
“JSESSIONID” is placed on the visitor’s device during the session so the server can identify the visitor
* “Load balancer cookie” (actual cookie name may vary) prevents a visitor from bouncing from one instance to another
Provider Description Enabled YouTube
Provider Description Enabled Google Analytics Provider Description Enabled AddThis
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