Customer Services Representative (Contact Centre), Patient Access @ The Aga Khan University Hospital

Job Summary

You will be responsible for a variety of tasks, which includes:

• handling inbound & outbound calls and SMS at hospital Contact Center, and providing clear and accurate information to customers for hospital services
• ensuring appointment accuracy in the systems as per shared guidelines and SOPs
• responding promptly and courteously to patients, attendants, employees and handling their queries & complaints
• meeting all qualitative and quantitative KPIs (Key Performance Indicators) to achieve quality and productivity targets
• maintaining Contact Center database and updating all required information correctly in respective systems/applications
• keeping equipment operational by following established procedures and reporting malfunctions immediately
• demonstrating respect for the diversity of patients/attendants and employees in all aspects of the job
• adhering to all HR and Contact Center policies, procedures and shift rosters
• maintaining a collaborative team relationship with colleagues and other employees in order to effectively contribute to the department & organization’s goals achievement and also to foster a positive work environment
• enhancing organization’s reputation and brand image by applying AKUH Service Excellence standards.

Required Skills

You should have:

• Bachelor’s degree from a recognized institution
• 1 to 2 years’ of relevant experience in Contact Center or Customer Services. Fresh graduates are also encouraged to apply
• speaking proficiently, distinctly and with a friendly, courteous tone in English and Urdu
• using listening skills, to put callers at ease and providing complete information
• proficiency in MS Office (Word, Excel & PowerPoint)
• willingness to work in shift duties (6 days a week) and also on national holidays
• ability to work as a team player and perform overtime and other task if required.