Contact Centre Executive

1. Handles incoming and outgoing calls
2. Respond to customer queries in polite, friendly and professional manner.
3. Take ownership of all cases until satisfactory solution is reached.
4. Adhere and follow on agreed KPI/Targets
5. Proper escalation process should be followed on all complex cases where agent may need to escalate issue second level of support as need may arise.
6. Required to handle and infuse angry patient and to offer viable solution.
7. Required to meet agreed target on daily/weekly/monthly basis.
8. Perform outbound calls for appointment confirmation, rescheduling, telemarketing activity, retention, online appointment and other related outbound activity.
9. Informed patients about new products, treatment and services.
10. Sell the products and services to existing and new patients.
11. Listen to objections and handle them effectively.
12. Comply with all other tasks assigned by the Supervisor/Manager
13. Maintain customer complaint/Suggestion log.
14. May be asked to work on split duty and different shifting timing according to business needs
15. Respond to or redirect telephone calls to appropriate staff and departments
16. To comply with the Existing policies and procedures
17. Actively participate in the Patient Safety and Quality Improvement Programs and other In-Service Training Programs
18. Perform other duties and tasks assigned by the Head of Department within the scope of his/her job.

. CANDIDATE SHOULD SPEAK ENGLISH FLUENTLY.