Job Summary
Call center representatives use their knowledge of company products, services, and policies to assist customers with their reservations. They speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions.
Role and Responsibilities:

 

• Answering client’s calls to address their needs, reservations, or other issues with products or servic.
•  Setting, scheduling and confirming appointments.
•  Coordinate with centers about schedules, patients and any changes.
•  Knowledge Update & Reference
•  The Call Center Agent must review the Base Knowledge regularly as it is an essential part of the job.
• The agent is required to stay updated with all new information, procedures, and service updates to ensure accurate and effective communication with patients.
•  Ensure that IV-drips bookings are properly registered in the system under the correct category, and confirm that ‘IV-drips Registration’ is clearly selected in the system.
•  After booking the IV drip session for the patient, ensure that the required IV drip is ordered from the designated supplier without delay.
•  Ensure any deposit collected from the patient for IV drips or any other service—is recorded in the system, linked to the correct booking, and the patient’s account is updated.
•  Follow communication scripts when handling different topics
•  Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.
•  Communicate clearly and politely with all clients. Provide correct information and stay calm when dealing with angry or upset customers.
•  Document all call information according to standard operating procedures.
•  Follow up customer calls when necessary.
•  Meet personal or team qualitative and quantitative targets.