Call Centre Associate

As a Call Centre Associate you are an ambassador of our Organization.

Responsibilities:

• Manage large amounts of inbound and outbound calls in a timely manner
• Book all customer initiated appointments
• Call customer database to book appointments
• Follow communication ‘scripts’ when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Confidently communicate with customers to build and maintain relationships
• Promote campaigns and special offers to suitable patients
• Provide information about our services
• Seize opportunities to upsell services when they arise
• Route internal calls appropriately 
• Document all call details according to Standard Operating Procedure (SOPs)
• Recognize, document and alert supervisor of trends in customer calls
• Identify and escalate customer complaints to Manager/Supervisor
• Meet personal/team qualitative and quantitative targets
• Maintain comprehensive record of all calls and interactions for reporting and referencing
• Participate in regular training as required
• Other duties as may arise from time to time and as may be assigned
• Action all data lists provided by Strategic Marketing Manager/Coordinator in the stipulated period