EMS Call Centre Agent
To manage and coordinate all telephonic communication and systems within the hospital in a professional and efficient manner and exceeding customer expectations. Answer telephone calls efficiently/promptly (with the least delay possible), in a well-spoken, articulate and professional manner without keeping the customer waiting unnecessarily. Route calls to the appropriate persons/departments, as per the Hospital telephone list. Where persons/departments are unavailable/inaccessible, take complete and accurate messages and relay these messages to the correct persons/departments timeously. Deal with general enquiries, where possible, in a professional and helpful manner, escalating enquiries to the Reception Supervisor, or relevant person, where unable to assist. Attend to telephonic customer complaints professionally before escalating to the relevant department for resolution. Maintain patient confidentiality in all daily duties.Report all faulty telephone equipment and lines immediately.Assist with general enquiries from customers, where possible.Attend to general administration duties (for example, filing, and faxing and typing, on instruction from the Fleet Manager).
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