Contact Centre Executive

Job Description

Skills: Call scripting, Customer service orientation, Communication, Contact Centers, Contact Center Management, Customer Service, Company Overview Sir H. N. Reliance Foundation Hospital and Research Centre is a 345-bed, multi-specialty tertiary care hospital that excels in various medical disciplines, from cardiac to neurosciences. Strategically located in Mumbai, Maharashtra, it adheres to international standards and is renowned for its cutting-edge medical technology and commitment to excellence. Founded in 1918, this institution embodies the legacy of Sir Hurkisondas with progressive diagnostic services and a cornerstone philosophy of Respect for Life. More information can be found on their website at rfhospital.org. Job Overview We are seeking a Junior Contact Centre Executive at Sir H. N. Reliance Foundation Hospital & Research Centre for a Fixed-Term-Employment. The position requires a minimum of 1 year and a maximum of 3 years of relevant work experience. As a contact centre executive, you will play a crucial role in managing efficient communication and enhancing customer experiences. This role is based in Mumbai, Maharashtra, within the vibrant hospital and healthcare industry. Qualifications And Skills Must have skills in call scripting, customer service orientation, and communication to ensure effective interaction with patients and customers (Mandatory skill). Required skills in operating and managing contact centers to streamline calls and improve overall process efficiency. Excellent verbal and written communication skills to handle inquiries and resolve issues effectively. Ability to work well under pressure in a fast-paced hospital environment while maintaining a calm and professional demeanor. Strong problem-solving skills to address and resolve issues promptly, enhancing customer satisfaction. Proficient in using computer systems and software necessary for managing calls and tracking information. High level of attention to detail to ensure accuracy in information dissemination and recording. Capability to work in a team-oriented environment and contribute to team goals and objectives. Roles And Responsibilities Handle incoming and outgoing calls efficiently, adhering to call scripting and maintaining a high level of customer service. Resolve patient inquiries, issues, and complaints promptly and professionally to ensure customer satisfaction. Maintain accurate records of patient interactions and details of inquiries, comments, and complaints. Coordinate with relevant hospital departments to provide accurate information and facilitate patient services. Continuously enhance communication skills and update knowledge about hospital services and guidelines. Participate actively in training sessions and meetings to stay updated with the latest contact center techniques. Adhere to the hospital's confidentiality policies, safeguarding patient information at all times. Assist in auditing and evaluating processes to enhance the efficiency and quality of services provided by the contact center. Necessary Graduate 1 to 4 years experience in Front end office / Call Center Show more Show less