ENVOY, CARE LINE

Responsible for managing hospital's tele-communication, aiding as needed, maintain equipment, call logs and troubleshooting basic telecommunication Issues.

• Responsible to handle all incoming and outgoing calls through the switchboard daily
• Operates telephone switchboard and system to advance and complete connections, including those for local, long distance, mobile, person-to-person, and emergency calls and routes incoming calls to appropriate departments.
• Must remain polite, cautious, decent while talking over telephone and maintain smile all through what will reflect on your voice .
• Take notes or messages (if necessary) via telephone and properly deliver to appropriate departments/staff.
• Ensure all calls are answered promptly within 3 rings.
• Listen to customers' requests, direct it to the right extensions and/or refer to directories to answer questions and provide telephone information.
• Must listen to all complaints. Properly and professionally handle all complaints and if required seek help from seniors or other colleagues.
• Update the white board and Daily Activity report book immediately upon receiving info from the clinics (CA) on consultants on leave or blocking their clinics.
• Must refer to Coordinator on any telephone lines or equipments problems Conduct daily announcement through hospital's PA system
• Ensure all emergency codes and breakdowns are notified to all respective staff and consultants via WA or SMS drop and record in the Book.
• Ensure all complaints or incidents are recorded in the daily report book and notified the coordinator and other colleagues.
• Ensure all inter services task are well communicated and performed together with the spirit of teamwork within the organization and group.
• Ensure conformance to all policies and procedures and lor Hospital Accreditation Standards, Guidelines, Relevant Acts, Regulations By-Laws and statutory requirement are adhered to and records maintained. if and when these programs are implemented.
• Responsible and accountable for carrying out all activities directed by the Management.
• Maintain strict confidentiality of any information encountered during your duty in accordance with the Personal Data Protection Act 2010

JOB REQUIREMENT

Education:

SPM / Certificate Course Knowledge and Experiences:

• Minimum 1-2 years' experience in a call centre or healthcare industry

• Knowledge of telephone consoles and related equipments (optional)

Skills & Competencies:

• Basic Course in Microsoft Office, Microsoft Excel or its equivalent

Special skills are required:

• Proficient in writing and conversing in Bahasa Malaysia and basic English.

Personal attributes:

• Effective Communication (language proficiency) and interpersonal skills.
• Inculcate positive work attitude and maintain professional telephone etiquette.
• Ability to work independently with minimum supervision
• Ability to interact and communicate with people over the telephone, often in stressful situations.
• Must be highly committed on all assigned tasks and entrusted responsibilities.
• Ability to work well under pressure Knowledge of customer service standards and procedures.