Call Centre Support

6 days ago

Petaling Jaya, Malaysia First Ambulance Services Sdn. Bhd. Full time

Receive incoming emergency, urgent and non-urgent calls simultaneously operating the telephony, computer and prioritization systems
- Remain updated with back up contingency plans and procedures to accommodate any system failures. Put these procedures into action whenever required
- Accurately and promptly analyse information provided by the caller to allow appropriate resources to be prioritized and allocated at the earliest possible opportunity
- Based on the caller information ascertained promptly inform the Case Manager/Supervisor of any changes in situation or category that may affect the initial response or crew scene safety
- Use effective telephone techniques to deal with emotive incidents from all types of caller, including distressed/angry callers, in a professional, quick and efficient manner
- Provide telephone advice and guidance to callers regarding medical and trauma conditions as well as scene safety, using the Medical Priority Dispatch System.
- Negotiate responses (including timescales and resource requirements) with other health care professionals (GPs, hospitals, nursing homes), enhancing partnership working wherever possible
- Negotiate responses with other ambulance services and other emergency services and agencies (including timescales, resource requirements and rendezvous points) following policies and procedures
- Using own judgment and alert the HOD/Supervisor on a variety of issues to include:

- 1. Incidents that have potential to become large scale

2. Matters relating to the effective and efficient running of the service

3. Possible complaints

4. Misuse of the service

5. Concerns regarding equipment efficiency
- To undertake any other duties as delegated by the immediate superior.

**Working Hours**:
It's a 12-hour shift-based work

**Education**:

- Diploma in Paramedic Science
- Certificate in Basic Life Support* and/or ACLS*
- Experience of working in a call centre or customer focused environment
- Added advantage if underwent BLS/ACLS training.

**Benefits**:

- Insurance (GHS, GTL and GPA)
- Annual Leave starting from 14 days
- Career growth
- Meal Subsidy

**Job Types**: Full-time, Permanent

**Salary**: RM1,800.00 - RM2,500.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Meal allowance
- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Night shift

Supplemental pay types:

- Commission pay
- Overtime pay

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