Call Centre Executive-UAEN

• Call Centre Executives are ultimately responsible for the call center procedure
   Executives have the responsibility to answer the telephone at all times and at no time the telephone be left
  unattended.
  To ensure calls should be attended on or before the third ring promptly
   Voice clarity should be there so that the caller will be in a position to understand.
   Please remember that you are working for a Hospital and act with responsibility.
   Need to note down the details clearly so that there is no miscommunication at any point of time. For this
  purpose always keep the note/writing pad and pencil near the phone and note the following for clarity:
  Caller’s name (asking caller for correct spelling)
   Caller Company / institution
  .Ask for phone number and extension
  .Reason for calling. Be sure to fill in the date, time and your initials
   Place the message slip in a conspicuous place in the caller party office
   Speak clearly and distinctly in a pleasant tone of voice. Always start the conversation in the following manner:
   Wish the caller as per the time of the day (e.g. Good Morning)
   Mention the Organization name (e.g. NMC Royal Hospital)
• Mention your name (e.g. my name is ……………..)
   How can I help you?
  Use hold button when leaving the line so that the caller does not accidentally hear conversations being held
  nearby.
  When transferring a call be sure that you explain the caller that you are doing so and the department/person
  you are transferring. When the call is picked up by the concerned person/department, explain to them who is
  on the other end that you are transferring and the subject matter of their call if possible.
   Remember that Call Center Executive is the first contact from the Hospital and that first impression will stay
  with the caller long after the call is completed if it is attended with care.
   If you come to know that the caller has reached the wrong department, be courteous and redirect them to the
  concerned department/person. If possible find out the requirement of the caller and try to help them.
   If the concerned person whom the caller is looking for is not available then provide a tactful response so that
  caller will be satisfied.
  Complaints should be directed to the concerned department, if you feel that it is difficult to handle then transfer
  to Customer Relations Department.
   When handling a rude or impatient callers:
   Stay calm, try to remain diplomatic and polite, getting angry will only irritate them more.
  .Always show willingness to resolve the problem or conflict
  Try to think like the caller; remember their problems and concerns are important.
  Offer to have your supervisor talk to the caller or call him/her back if the caller persists
  Sometimes the irate caller just wants someone in a supervisory capacity to listen to them even if you
  are able to help them, in those situations connect the call to the concerned people. Comply with all OSH and infection control policies, standards and procedures and cooperate with
  hospital management to comply those requirements
  Work accordance with the documented OSH procedures and instructions, specific responsibilities
  Be familiar with emergency and evacuation procedures
   Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk
  assessments, incident reports
  Comply with Waste management procedures and policies
• Attend applicable OSH/Infection control training programs, mock drills and awareness programs

RESPONSIBILITIES

• Call Centre Executives are ultimately responsible for the call center procedure
   Executives have the responsibility to answer the telephone at all times and at no time the telephone be left
  unattended.
  To ensure calls should be attended on or before the third ring promptly
   Voice clarity should be there so that the caller will be in a position to understand.
   Please remember that you are working for a Hospital and act with responsibility.
   Need to note down the details clearly so that there is no miscommunication at any point of time. For this
  purpose always keep the note/writing pad and pencil near the phone and note the following for clarity:
  Caller’s name (asking caller for correct spelling)
   Caller Company / institution
  .Ask for phone number and extension
  .Reason for calling. Be sure to fill in the date, time and your initials
   Place the message slip in a conspicuous place in the caller party office
   Speak clearly and distinctly in a pleasant tone of voice. Always start the conversation in the following manner:
   Wish the caller as per the time of the day (e.g. Good Morning)
   Mention the Organization name (e.g. NMC Royal Hospital)
• Mention your name (e.g. my name is ……………..)
   How can I help you?
  Use hold button when leaving the line so that the caller does not accidentally hear conversations being held
  nearby.
  When transferring a call be sure that you explain the caller that you are doing so and the department/person
  you are transferring. When the call is picked up by the concerned person/department, explain to them who is
  on the other end that you are transferring and the subject matter of their call if possible.
   Remember that Call Center Executive is the first contact from the Hospital and that first impression will stay
  with the caller long after the call is completed if it is attended with care.
   If you come to know that the caller has reached the wrong department, be courteous and redirect them to the
  concerned department/person. If possible find out the requirement of the caller and try to help them.
   If the concerned person whom the caller is looking for is not available then provide a tactful response so that
  caller will be satisfied.
  Complaints should be directed to the concerned department, if you feel that it is difficult to handle then transfer
  to Customer Relations Department.
   When handling a rude or impatient callers:
   Stay calm, try to remain diplomatic and polite, getting angry will only irritate them more.
  .Always show willingness to resolve the problem or conflict
  Try to think like the caller; remember their problems and concerns are important.
  Offer to have your supervisor talk to the caller or call him/her back if the caller persists
  Sometimes the irate caller just wants someone in a supervisory capacity to listen to them even if you
  are able to help them, in those situations connect the call to the concerned people. Comply with all OSH and infection control policies, standards and procedures and cooperate with
  hospital management to comply those requirements
  Work accordance with the documented OSH procedures and instructions, specific responsibilities
  Be familiar with emergency and evacuation procedures
   Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk
  assessments, incident reports
  Comply with Waste management procedures and policies
• Attend applicable OSH/Infection control training programs, mock drills and awareness programs

QUALIFICATIONS

• Preferably a college graduate in any discipline.
  Clarity in communication and voice clarity and perfect modulation and patients to listen to the caller.
   Minimum 2-year experience as a call center executive / telephone operator in a patient focused environment
  and operation of multi-line switchboard system.
   Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet
  explorer skills.
  Must have an exceptional interpersonal skills, maturity, good judgment and be capable of communicating
  in a professional manner with diverse range of individuals; superior phone etiquette skills
   Patient focused; service oriented; patient and understanding.
  Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining
  composure
  Reliable, punctual, dependable, and responsive.
   Excellent command of oral and written English. Arabic language advantageous/desirable but not
  essential.