Full Time Senior Officer, Telephone Operator Jobs, Salary up to MYR 2,500 in Regency Specialist Hospital Johor - Maukerja

Senior Officer, Telephone Operator is responsible for overseeing the daily operations of the patient experience and contract centre, ensuring efficient handling of all incoming and outgoing communications across multiple channels. This role delivers high-quality, patient-centric service while ensuring timely resolution of inquiries and issues.

Job Description:

• Understand and apply proper telephone etiquette
• Maintain a professional and friendly demeanor in all customer interactions while answering high volumes of incoming telephone calls.
• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns and request with a friendly and courteous tone.
• Monitor and transfer calls to the appropriate department or individual with a high level of accuracy and precision, consistently ensuring efficient and effective performance. Collaborate with other departments to coordinate solutions for complex customer issues.
• Handle enquiries from Customer Service HubSpot that includes general email, careline, chatbot, live messengers, google review and phone call in a polite and professional manner.
• Manage and resolve customer inquiries, complaints and request with a focus on problem resolution and customer satisfaction.
• Uphold and promote hospital service excellence standards aligned with organizational values
• Supervise, coach and mentor telephone operators to enhance service delivery and performance
• Respond promptly to emergency calls, alarm and code activations in accordance with hospital protocols
• Maintain proper documentation and reporting of emergency communications
• Maintain accurate records of all customer interaction, complaints and resolutions within CRM systems
• Provide specific directory information to both internal and external parties as required in accordance with hospital policy and procedure pertaining to the disclosure of directory information

Job Requirement:

• Minimum Bachelor's Degree or equivalent experience in customer service or related field
• Proven experience as a contact centre agent or customer service representative
• Able ro work on shitf, weekend, PH
• May be required to work outside of regular business hours to meet operational needs

Pay: RM1,800.00 - RM2,500.00 per month

Benefits:

• Dental insurance
• Health insurance
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person