Customer Service Representative (Contact Centre)

Opportunity Information

The Role

Aga Khan University Hospital, Karachi is hiring a Customer Service Representative for its Patient Access department (Contact Centre) to handle patient and visitor queries by walk-in, call and email.

•Respond promptly, courteously and accurately to patient's/ visitors' queries related to hospital services and doctor's schedule (Walk-in and Calls) •Ensure compliance of all AKUH HR and Departmental SOPs & Policies •Give clear and specific instructions for directing patients/ visitors to their destinations on campus including wards, clinic locations and hospital buildings •Maintain daily visitors and callers log in given sheet and share with Supervisor at shift end •Provide assistance to all other functions of the Marketing & Communications Department as and when required •Report for duty when called in case a hospital emergency is declared with any other task given by the supervisor or manager •Responding to emails received related to Information Services Operations or for any query related to health services (both internal and external) •Participate in cross-functional training/ rotation and capacity building activities •Achieve minimum 85% in both Quantitative and Qualitative KPIs •Share regular feedback for service improvement and ensure all feedback from patients/ visitors must share in writing with all concerns •Enhance organization's reputation by applying CARR/ Service Excellence standards

Applicants General Eligibility & Requirements

Education, Experience and Skills Requirements