Call Centre Executive

• Call Centre Executives are ultimately responsible for the call center procedure
• Executives must answer the telephone at all times; the telephone should never be left unattended
• Ensure calls are attended to on or before the third ring, promptly
• Maintain clear voice clarity so the caller can understand easily
• Always remember you are working for a hospital and act with responsibility
• Note down details clearly to avoid miscommunication. Always keep a notepad and pencil near the phone and record the following:
• Caller's name (ask for correct spelling)
• Caller's company/institution
• Phone number and extension
• Reason for calling
• Date, time, and your initials
• Place the message slip in a conspicuous place in the caller's party office
• Speak clearly and distinctly in a pleasant tone of voice. Always start the conversation as follows:
• When transferring a call:
• Explain to the caller that you are transferring the call
• Inform them of the department/person being transferred to
• When the call is picked up, explain to the recipient who is on the line and the subject matter if possible
• Remember: Call Centre Executives are the first point of contact for the hospital, and the first impression matters greatly
• If a caller reaches the wrong department, be courteous and redirect them to the right one; if possible, identify their requirement and try to assist
• If the concerned person is unavailable, provide a tactful response to satisfy the caller
• Direct complaints to the concerned department. If difficult to handle, transfer to the Customer Relations Department
• When handling rude or impatient callers:
• Stay calm, remain diplomatic and polite
• Show willingness to resolve the issue
• Empathize with the caller and remember their concerns are important
• Offer to have your supervisor speak with the caller if needed
• Sometimes callers just want a supervisor to listen; in such cases, connect them accordingly
• Comply with all OSH and infection control policies, standards, and procedures; cooperate with hospital management to meet requirements
• Work in accordance with documented OSH procedures and instructions
• Be familiar with emergency and evacuation procedures
• Report OSH hazards, incidents, near misses, and assist with risk assessments and incident reports
• Comply with waste management procedures and policies
• Attend applicable OSH/Infection control training programs, mock drills, and awareness sessions
• Use appropriate personal protective equipment (PPE) and safety systems

• Preferably a college graduate in any discipline
• Clear communication, voice clarity, proper modulation, and patience to listen to the caller
• Minimum 2 years of experience as a Call Center Executive / Telephone Operator in a patient-focused environment and experience with multi-line switchboard systems
• Proficient in technology applications, including:
• Basic MS Office (Word, Excel, PowerPoint)
• MS Outlook
• Internet Explorer
• Exceptional interpersonal skills, maturity, and good judgment; able to communicate professionally with a diverse range of individuals; superior phone etiquette skills
• Patient-focused, service-oriented, patient, and understanding
• Strong 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 is advantageous but not essential)

NMC Healthcare