Call Centre Agent

About Our Client

Our client is a leading healthcare service provider focused on delivering accessible, reliable, and patient-centred care. The organization is looking for a customer-focused Call Centre Agent to support its patient communication operations.

Job Overview

The Call Centre Agent will handle inbound and outbound calls, assist customers with appointments and inquiries, and ensure a smooth and professional experience throughout each interaction.

Key Responsibilities

• Handle inbound calls and respond to patient inquiries promptly.
• Schedule, confirm, reschedule, and cancel appointments.
• Provide accurate information on services, doctors, timings, and procedures.
• Make outbound calls for appointment confirmations, follow-ups, and service-related communication.
• Record customer details and interactions accurately in the system.
• Escalate complaints and complex queries to the relevant department.
• Maintain confidentiality of patient and customer information.
• Follow established call handling and customer service procedures.
• Meet assigned call quality, productivity, and service-level targets.

Qualifications & Requirements

• GCE A/L or equivalent qualification.
• Previous experience in a call centre, customer service, or healthcare environment will be an advantage.
• Excellent verbal communication skills in English and Sinhala/Tamil.
• Pleasant telephone manner and strong listening skills.
• Basic computer literacy and ability to work with CRM or customer management systems.
• Ability to remain calm and professional when handling difficult customers.
• Good attention to detail and accurate data-entry skills.
• Willingness to work on shifts, weekends, or public holidays when required.

Interested candidates may send their CV to [email protected]