Call Centre Executive NMC Royal Hospital Khalifa City Abu Dhabi

NMC Healthcare is presently searching for dedicated candidates for the role of a Call Centre Executive. The successful candidate will work at NMC Royal Hospital located in Khalifa City Abu Dhabi, UAE. The incumbent will be responsible to ensure that phone calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the caller. This job was posted by NMC on 5 December 2023 and is receiving applications from all desirous candidates. The job ID for this vacancy is 3371.

Responsibilities of A Call Centre Executive

• Call Centre Executives are ultimately responsible for the call center procedure.
• Executives have the responsibility to answer the telephone at all times and at no time the telephone be left unattended.
• To ensure calls should be attended on or before the third ring promptly.
• Voice clarity should be there so that the caller will be in a position to understand.
• Please remember that you are working for a Hospital and act with responsibility.
• Need to note down the details clearly so that there is no miscommunication at any point of time. For this purpose always keep the note/writing pad and pencil near the phone and note the following for clarity:
• Caller’s name (asking caller for correct spelling).
• Caller Company / institution.
• Ask for phone number and extension.
• Reason for calling.
• Be sure to fill in the date, time and your initials.
• Place the message slip in a conspicuous place in the caller party office.
• Speak clearly and distinctly in a pleasant tone of voice.
• Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby.
• When transferring a call be sure that you explain the caller that you are doing so and the department/person you are transferring. When the call is picked up by the concerned person/department, explain to them who is on the other end that you are transferring and the subject matter of their call if possible.
• If you come to know that the caller has reached the wrong department, be courteous and redirect them to the concerned department/person. If possible find out the requirement of the caller and try to help them.
• If the concerned person whom the caller is looking for is not available then provide a tactful response so that caller will be satisfied.

What You’ll Do More

• When handling a rude or impatient callers:
• Stay calm, try to remain diplomatic and polite, getting angry will only irritate them more.
• Always show willingness to resolve the problem or conflict.
• Try to think like the caller; remember their problems and concerns are important.
• Offer to have your supervisor talk to the caller or call him/her back if the caller persists.
• Sometimes the irate caller just wants someone in a supervisory capacity to listen to them even if you are able to help them, in those situations connect the call to the concerned people.
• Comply with all OSH and infection control policies, standards and procedures and cooperate with hospital management to comply those requirements.
• Work accordance with the documented OSH procedures and instructions, specific responsibilities.
• Be familiar with emergency and evacuation procedures.
• Notifying OSH Hazards, incidents, Near misses and issues and assistance with the preparation of risk assessments, incident reports.
• Comply with Waste management procedures and policies.
• Attend applicable OSH/Infection control training programs, mock drills and awareness programs.

Requirements for Call Centre Executive

The eligibility requirements of the role of Call Center Executive are as under:

• Preferably a college graduate in any discipline.
• Minimum 2 years of experience as a call center executive / telephone operator in a patient focused environment and operation of multi-line switchboard system.

Skills Desired

• Proficient technology application skills; Basic MS Office (Word, Excel, & Power point) MS Outlook & Internet explorer skills.
• Must have an exceptional interpersonal skills, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals; superior phone etiquette skills.
• Patient focused, service oriented, patient and understanding.
• Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure.
• Reliable, punctual, dependable, and responsive.
• Excellent command of oral and written English.
• Arabic language advantageous/desirable but not essential.

Front Office Executive NMC Alpha Medical Center Abu Dhabi