Customer Service Representative (Contact Centre) at Aga Khan University

, , Pakistan -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

0.0

Posted On

10 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Patient Access, Communication, SOP Compliance, Log Maintenance, Email Response, Teamwork, Service Excellence, English Proficiency, Urdu Proficiency, MS Office, Shift Work

Industry

Hospitals and Health Care

Description

Customer Service 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: respond promptly, courteously and accurately to patient’s/visitors’ queries related to hospital services and doctor’s schedule (Walk-in and Calls) ensure compliance of all AKUH HR and Departmental SOPs & Policies give clear and specific instructions for directing patients/visitors to their destinations on campus including wards, clinic locations and hospital buildings maintain daily visitors and callers log in given sheet and share with Supervisor at shift end provide assistance to all other functions of the Marketing & Communications Department as and when required. report for duty when called in case a hospital emergency is declared with any other task given by the supervisor or manager. responding to emails received related to Information Services Operations or for any query related to health services (both internal and external) participate in cross-functional training/rotation and capacity building activities. achieve minimum 85%25 in both Quantitative and Qualitative KPIs share regular feedback for service improvement and ensure all feedback from patients/visitors must share in writing with all concerns. enhance organization’s reputation by applying CARR / Service Excellence standards. Requirements: You should have: 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.

Responsibilities

The representative is responsible for promptly and accurately responding to patient and visitor inquiries regarding hospital services and doctor schedules via walk-in and phone contact. Key duties include maintaining logs, providing clear directions on campus, responding to service-related emails, and ensuring compliance with all hospital policies and SOPs.