Contact Centre Assistant

3 days ago

Kuala Lumpur, Malaysia THOMSON HOSPITAL KOTA DAMANSARA Full time

Report to workstation according to schedule (15 minutes early) with high standards of personal appearance and hygiene with clean and pressed clothing and name tag.
- Maintain a high standard of hygiene and sanitation throughout all service areas.
- On a rotation basis - Conduct morning team briefing and a set target to achieve for the day.
- Obtains client information, engages in active listening with callers, confirms or clarifies information, and diffuses angry customers, as needed.
- Understanding and striving to meet or exceed Contact Centre metrics while providing excellent consistent customer service.
- Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Utilizing software, databases, scripts, and tools appropriately to research, identify and resolve customer complaints.
- Maintaining contact with customers to schedule appointments, answer questions, and provide updates on progress.
- Keep records of all conversations in our Contact Centre database in a comprehensible way.
- Recognize opportunities to upsell our products and services.
- Liaise with internal departments concerned to provide appropriate response/assistance to patients/visitors in a timely manner.
- Explain and provide correct information of the hospital’s location, various facilities and consultation clinics and other operating departments.
- If any Emergency Code is announced, recording must be done in the logbook with remarks of the nature.
- To deal appropriately with all patients and customers to the best of your ability who comes in contact during your duty and convey an outstanding customer service.
- Perform other tasks/duties as assigned

**Job Requirement**:

- Experience in a customer service or contact center role is an advantage
- Minimum SPM or equivalent qualification.
- Strong communication skills, both verbal and written.
- Customer service-oriented with a friendly and approachable demeanor.
- Ability to manage multiple tasks and prioritize effectively.
- Basic computer skills, including proficiency in MS Office or similar software.
- Ability to work in a fast-paced, high-pressure environment.
- Good problem-solving and conflict-resolution skills.
- Willingness to work shifts, including weekends and public holidays.

Schedule:

- Rotational shift

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