We are searching for professional Contact Center-Reliever to work closely with other team members in providing outstanding service to our customers and patients through our contact centre.

The successful candidates must be able to effectively respond to customer inquiries and provide information through various communication channels, while keeping customer satisfaction at the core of every decision and interaction.

Job Requirements

• Minimum Diploma in Front Office Administration, Communications, Telephone Operations or related course.
• Minimum 1-year experience in a contact centre role, ideally within a similar setting in a medical facility.
• Computer literate with an above-average typing speed (30 WPM with a 95% accuracy).
• Excellent verbal and written communication skills in both English and Kiswahili
• Excellent telephone etiquette & listening skills with an ability to calm irate or anxious customers.
• Available to work shifts, which will include working during nights, weekends, and public holidays.
• Medical training is an added advantage.

Competencies and Skills Required

• Ability to observe confidentiality
• Excellent communication and presentation skills.
• Enthusiasm and Reliability
• Ability to multi-task and work under pressure
• Ability to work long hours
• Be self-motivated
• Be flexible and adaptable
• Exceptional interpersonal skills
• Can handle complaints in a cool manner and tactful
• Courteous
• Have an interest in helping people.
• Observation Skills

Job Duties and Responsibilities.

• Respond to inquiries and feedback from phone calls, email, social media, website & other communication channels.
• Enter all required data into the contact centre system in an accurate & timely manner from all customer contact touch points.
• Book appointments & make required follow ups with the patient and clinic concerned to confirm or reschedule the appointment.
• Coordinate the provision of services from our online platforms (telemedicine) within the required turnaround time.
• Carry out outbound telemarketing campaigns to inform clients of new service offerings & promotions.
• Screen and route internal & external calls to other departments, doctors, staff efficiently.
• Perform other duties as assigned.

We are looking for a confident and self-motivated individual who is looking for a customer service opportunity.

About the Client:

• A leading Kenya based healthcare private facility that continuously strives to enhance the treatment experience of all their patients. It follows the best infection control protocols to avoid any interaction in our patients.
• The center is run by a well-trained and professional team. The facility ensures that all the national guidelines are followed thoroughly without compromising the quality while providing holistic care for these patients.

Job Requirements

• Bachelor’s Degree in Communication, Public Relations, Marketing or any related course.
• Customer Service experience: 6 months-1 Year would be an added advantage .
• Proficient in Microsoft Office.

Competencies and Skills Required

• Excellent communication and presentation skills.
• Enthusiasm and Reliability
• Ability to multi-task.
• Vibrant and people oriented
• Ability to work under pressure

Job Responsibilities.

• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Communicating with customers through various channels.
• Vast product knowledge.
• Ensure efficiency of the customer service process.
• Ensure customer satisfaction through the provision of professional customer support.
• Develops and maintains strong relationships with customers by providing support, information, and guidance
• Provides excellent customer service by responding promptly to customer inquiries, questions, acknowledging concerns and resolving complaints.
• Maintain a high profile in the day to day operations.
• Answer all incoming calls and redirect them or keep messages.
• Performs other related duties as assigned.