About this role
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.