Customer Services Representative (Contact Centre)

Customer Services Representative (Contact Centre)

Department: Patient Access

Entity: Aga Khan University Hospital

Location: Karachi, Pakistan

Introduction:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centres, and over 300+ Clinical Laboratories, 50+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Responsibilities:

You will be responsible to:

• answer/respond all inbound calls and chat received at the Hospital Contact Center.
• maintain Call Center database and capture correct patient appointments on application as per given guidelines
• share accurate information in response to queries
• meet the service level objective and key perform indicators
• ensure accuracy with appointment and information.
• maintain a collaborative, team relationship with peers and colleagues to effectively contribute to the group’s achievement of goals and foster a positive work environment.
• ensure compliance of all AKUH HR and Departmental SOPs & Policies
• achieve minimum 85% in both Quantitative and Qualitative KPIs
• enhance organization’s reputation by applying CARR / Service Excellence standards.

Requirements:

You should have:

• Inter or Bachelor’s degree from a recognized institution
• 1 to 2 years’ of relevant experience in Contact Center or Customer Services. Fresh graduates are also encouraged to apply
• speaking proficiently, distinctly and with a friendly, courteous tone in English and Urdu
• using listening skills, to put callers at ease and providing complete information
• proficiency in MS Office (Word, Excel & PowerPoint)
• willingness to work in shift duties (6 days a week) and also on national holidays
• ability to work as a team player and perform overtime and other task if required.

Comprehensive employment reference checks will be conducted.