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Call Center Agent

Job Description and Requirements
  • Explain services, medical specialties, clinics and appointments over the phone.
  • Discover customer needs listen attentively to customers to determine their true needs, understand their point of view, asking appropriate probing questions to ensure understanding
    and discerning facts from assumptions to accurately determine what will satisfy the customer.
  • Problem solving and responding to customer inquiries, requests, and complaints  quickly evaluate a situation, probe for needed information and take appropriate action based on the facts available.
  • Ability to learn and apply procedures comprehend new job related information in a timely manner and correctly recall and apply that information during inbound or outbound calls.
  • Report customer feedback in order to identify opportunities for process and product improvement.
  • Multi-tasking quickly and accurately performing multiple tasks (i.e. talking, listening, entering and documenting information, Misc activities such as data entry, sorting and mail processing) simultaneously while managing the pace of the call and maintaining focus on the customer.
  • Teamwork working effectively as a team member by attentively listening to and sharing information with others to facilitate a cooperative environment.
  •  Fully aware and actively implement the departmental policies and procedures, and JCI, ISO and Aramco standards or requirements related to the department.
  • Actively involves in indicator development, data collection for the department and to measure the performance of the function, process, and outcome.  Whenever required, conducts analysis and interpretation of data/information collected.
  • Participate in hospital Safety Management & Risk Management Programs. Actively reports incidents in the system and whenever needed, participates in incident review, and root cause analysis