Envoy, Care Line

Job Description

• Answers and routes incoming (Internal Inbound & External Inbound) calls on a complex digital telephone system and respond to simple enquiries aimed at hospital services and procedures.
• Ensure calls are picked up within the stipulated standard and transferred to the correct person/department according to the Standard Operating Procedure
• Communicating positively and effectively with all callers to ensure a consistent and correct flow of communication.
• Transfer telephone calls to intended recipients after screening them properly.
• Create and maintain logs of incoming and outgoing calls on a daily basis.
• Operates PA system to make emergency codes announcements.
• Updates and maintains the hospital directory and other resources to ensure updated hospital information as reference.
• Reports PBX console/computer problems to supervisor.
• Ensures to send daily report within an hour upon end of shift.
• To perform any extra duties as delegated by Operator Manager.
• To perform random test call on emergency extension and hospital general line during idle time.
• To ensure updated on call rosters of required department is available for reference and file accordingly.
• Ensure to check handover log after each shift.
• To perform other task assigned by Operator Supervisor or Manager

Requirements

• Sijil Peperiksaan Malaysia (SPM)
• 1 -2 year experience in customer service industry.
• Good verbal and oral communication skills.
• Able to work on shifts, weekends and public holidays
• Computer literate.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across functions.
• Ability to work collaboratively in a team and interface with various levels of the organization.