Call Center Executive/Sr. Executive

Call Center Executive / Senior Executive

Key Responsibilities:

Customer Communication & Query Management:

• Maintain empathy and professionalism while interacting with customers over voice and written communication channels.
  
• Greet customers and actively listen to their grievances and issues.
  
• Handle customer issues with utmost importance and provide timely resolutions.
  
• Accurately tag calls to the concerned department and ensure end-to-end closure of queries.
  
• Maintain call quality standards as per organizational guidelines.
  
• Manage shift timings and attendance diligently.
  
• Ensure proper appointment scheduling through software based on available slots.
  
• Escalate and close patient requirements appropriately, following up until resolution.
  
• Handle feedback calls and complaint escalations efficiently.
  
• Maintain updated hospital telephone directory and contact lists of doctors, coordinators, and hospital CUG numbers.
  
• Disseminate accurate and updated information promptly and tactfully in response to inquiries.
  
• Respond to patient grievances over email within the defined Turnaround Time (TAT).
  
• Never transfer calls directly in ICU or critical care areas without proper authority approval.
  
• Maintain confidentiality; do not disclose personal contact numbers of staff to outsiders.
  

Administrative Responsibilities:

• Ensure general upkeep and smooth functioning of the call center department.
  
• Maintain good interpersonal relations with other departments for seamless workflow.
  
• Familiarize and comply with all instruction manuals, policies, and guidelines applicable to the role.
  
• Provide on-the-job training and guidance to new employees joining the department.
  
• Keep reporting heads informed of significant customer-related incidents and issues.
  

General Duties:

• Undertake any additional assignments or tasks assigned by management from time to time.
  
• Adhere to all disciplinary and behavioral rules while on duty and comply with the hospitals quality policies.
  
• Follow personnel policies related to leave, attendance, and resignation processes.
  
• Attend all training sessions, workshops, group discussions, and meetings as organized by the management.
  

Skills & Qualifications:

• Excellent communication skills (verbal and written) with a patient and empathetic approach.
  
• Ability to manage and resolve customer issues efficiently.
  
• Comfortable working in rotational shifts including night shifts.
  
• Good organizational skills and attention to detail.
  
• Basic computer proficiency and ability to use scheduling and communication software.
  
• Ability to maintain confidentiality and handle sensitive information professionally.