**Job Title: Contact Center Officer**
**Company: IHH Healthcare Berhad**
**Location: Johor Bahru, Johor, MY**
**Job Type: Full-Time**
**Seniority: Entry Level**
**Years of Experience: 1**
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### **Job Description:**
IHH Healthcare Berhad, a leading integrated healthcare provider, is seeking a dedicated and driven Contact Center Officer to join our team in Johor Bahru. As a point of contact for our patients and clients, you will play an essential role in delivering exceptional service, resolving inquiries, and ensuring a positive experience for those seeking healthcare services.
### **Responsibilities:**
- **Customer Service Excellence:** Serve as the first point of contact for patients and clients through various communication channels including phone, email, and chat. Initiate friendly, informative, and respectful interactions that meet the needs of our patients.
- **Inquiry Resolution:** Assist inquiring patients with their questions regarding services, appointments, health information, and general inquiries. Address concerns accurately by utilizing available resources and databases.
- **Appointment Management:** Schedule and confirm appointments for patients, ensuring clarity on the appointments made. Utilize the appointment management system efficiently to maintain up-to-date records.
- **Follow-Up Communications:** Conduct timely follow-ups with clients regarding medical services, appointment reminders, and other necessary communication. Ensure follow-ups are logged properly in the contact management system.
- **Collaboration:** Work closely with healthcare professionals and administrative teams to relay feedback from patients and suggest service improvements. Participate in team meetings to provide insights and support continuity of care.
- **Documentation:** Maintain accurate records of interactions using the company's service management tools. Document issues and resolutions to improve service efficiency.
- **Adherence to Policies:** Ensure compliance with healthcare regulations and the company's policies while interacting with patients to maintain confidentiality and security of sensitive information.
- **Continuous Improvement:** Engage in training programs and initiatives to enhance professional development and customer service skills. Provide feedback to enhance operational processes.
- **Performance Metrics:** Meet or exceed assigned performance targets, including call handling times, customer satisfaction scores, and resolution rates.
### **Requirements:**
- **Educational Background:** Bachelor's degree in any related field or equivalent experience.
- **Experience:** Minimum of 1 year in a customer service, call center, or healthcare setting is preferred.
- **Personality Traits:**
- Driven: A self-motivated individual who promotes positive change while constantly striving for personal and organizational growth.
- Dedicated: Committed to contributing to patient care and organizational goals through reliable and consistent service.
- **Soft Skills:**
- Project Management: Capable of managing multiple queries efficiently while prioritizing tasks effectively.
- People Management: Strong interpersonal skills to connect empathetically with diverse populations and respond to their needs.
- **Technical Proficiency:** Familiarity with customer relationship management (CRM) systems and call center technology is a plus. Proficient in MS Office applications.
### **Benefits:**
- Comprehensive dental insurance coverage.
- Employee discounts across various services and programs.
- Profit-sharing opportunities based on performance.
### **Working Environment:**
Join a dynamic and collaborative atmosphere at IHH Healthcare Berhad, where we encourage our employees to flourish in a culture that embraces change and responds resiliently. We believe that having a motivated team leads to higher satisfaction for both employees and patients.
### **Application Deadline:**
Interested candidates are encouraged to apply by **October 29, 2024**.
### **Equal Opportunity Statement:**
IHH Healthcare Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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If you are passionate about making a positive impact in healthcare and possess the skills and dedication we are looking for, we welcome your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.