Customer Services Representative (Operator Services)

• Customer Services Representative (Operator Services)

Department: Patient Access

• Entity: Aga Khan University Hospital

Location: Karachi, Pakistan

Introduction:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centres, and over 300+ Clinical Laboratories, 50+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Responsibilities:

You Will Be Responsible To:

• Manage inbound and outbound calls in a timely manner.
• Identify customer's needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Utilizes public address, paging, and voice mail systems to ensure proper routing of calls.
• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
• High customer satisfaction through quality services and timely responses.
• Use public announcement and abreast hospital users about the emergency situations in hospital
• Operates switchboard and routes incoming calls to appropriate departments.
• Collects and verifies campus directory information, to include telephone numbers, etc; and assist coordinator in updating computerized database for inclusion in the campus directory.
• Ensure adherence to policies, conduct system, and stock audits, and manage procurement requests.
• Ensure compliance of all AKUH HR and Departmental SOPs & Policies
• Enhance organization’s reputation by applying CARR / Service Excellence standards.
• Work 6 days a week in different shifts (morning, evening, and night) including national holidays and perform overtime if required on both locations Clifton Medical Services and Main AKUH Stadium Road.

Requirements:

You Should Have:

• Bachelor’s / Inter from a recognized institution
• Fresh or Minimum 1-2 years of Contact Centre/Call Center.
• Exceptional customer service skills.
• Excellent written and verbal communication skills in English and Urdu.
• Proficient with various software programs including but not limited to Telephony, CRMs, MS Office etc.
• Willingness to work in shift duties (6 days a week) and on national holidays.Main AKUH & CMS both location
• Ability to multi-task and effectively work in teams as well as independently

Comprehensive employment reference checks will be conducted.

To Apply:

• You should send your detailed CV by email to human.resources@aku.edu and mention the position applied for in the subject line.
• Only shortlisted candidates will be contacted.