ASCO IRAQ

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Call Center Operator

Job Overview

MAIN PURPOSE

Responsible for improving the access to the Istishari Laboratory, The Call Centre agents will receive questions, complaints, and comments from callers from around Baghdad in connection with their medical needs and laboratory services. The Call Centre Operator will be responsible to manage the agents team and share information on Odoo programs and criteria for eligibility with callers, at times pro-actively and will occasionally also carry out small surveys on behalf of the ‘Istishari LAB.

The Call Centre Operator is the supervision point of contact between a caller and the LAB.  Call center agents This front-line role is important in leaving callers with a positive impression of our services and in ensuring the lab understands and, when appropriate, can be responsive to their needs. In particular, the Contact Centre Operator, must maintain a good overall understanding of the lab activities, services and operations, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require more detailed follow-up, responsible to make sure that a good quality and services given to our customers on highly and efficiency level of customer services with medical care background which is reflecting the Istishari lab vision

 

DUTIES AND RESPONSIBILITIES

 

  1. Manage the team of call center agents and have agood communications skills
  2. Give trainings to the team to make sure a good services with highly quality will eb offered to our clients
  3. Respond to the calls, enquiries, and comments.
  4. Confidentiality required when dealing with the caller information.
  5. Understand the concerns/ issues of the caller and decide on whether to be addressed or required close follow up or referrals.
  6. Data Collection for each call in the appropriate databases / software.
  7. Determines eligibility according to the listed requirements.
  8. Follow up on cases referred to other departments to ensure timely follow-up.
  9. Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
  10. Ability to give a daily,weekly and monthly reporting based on need
  11. Ability to identify the clients problems and ability to have solutions
  12. Be available work full time 8-12 hours per day
  13. Good knowledge with communications soft skills.

 

EDUCATION AND EXPERIENCE

 

  • High school diploma, university degree or relevant professional experience; preferable healthcare or Hospitality fields
  • 2–3 years’ experience, for instance as a call center or customer services field/ sales /Hospitality

KNOWLEDGE & SKILLS:

 

  1. Confidence
  2. Organizational skills
  3. Creativity
  4. Adaptability
  5. Very good communication skills;
  6. Numerical skills

 

PERSONAL KNOWLEDGE, SKILLS AND ABILITIES

  1. Flexibility
  2. Effective organizational skills
  3. Interpersonal skills
  4. Meticulous attention to detail
  5. Numerical skills
  6. Results and Quality Orientation
  7. Teamwork and Cooperation
  8. Very good knowledge of written and spoken English and Arabic.
  9. Proficiency in Office applications, including Word, Excel, Power Point, Explorer;
  10. Personal commitment, efficiency, flexibility and drive for results;
  11. strong ability to work under pressure

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