CONTACT CENTER OFFICER

1.

Handles inbound and outbound calls, emails, live chats, surveys, telesales, telemarketing activities, and other

required forms of communication.

2.

Answers calls within the specified time frame based on business needs.

3.

Updates customer information in the system for both new and existing customers, documenting all call

details according to standard operating procedures.

4.

Follows up with customers as needed (e.g., call backs).

5.

Builds customer interest in services and products, including upselling when appropriate.

6.

Responds to customer inquiries and complaints accurately and within a specified time frame, offering advice

and solutions for issues.

7.

Achieves the requested KPIs (Key Performance Indicators) monthly.

8.

Ensures accurate appointment scheduling by confirming dates, times, and other details with customers to

minimize errors and miscommunication.

9.

Assists customers with general information regarding services, policies, and procedures to guide them

effectively.

10.

Coordinates with other departments to ensure smooth patient flow and timely bookings.

11.

Escalates complex issues or complaints to senior team members as needed, ensuring that problems are

addressed promptly and effectively.

12.

Prepares reports and updates on appointment scheduling, booking trends, and customer feedback to support

ongoing improvements in service delivery.

13.

Other duties as assigned within the scope of the job./p>