Call Centre Operator

KEY SKILLS AND COMPETENCIES:

• Empathy and emotional intelligence
  
• Confidentiality and professionalism
  
• Attention to detail
  
• Ability to multitask
  

KNOWLEDGE AND EXPERIENCE REQUIRED:

• Diploma in Customer Service, Communication, Business Administration, or a related field.
  
• Strong written and verbal communication skills, including professional online engagement.
  
• Ability to handle sensitive mental health matters with empathy, discretion, and confidentiality.
  
• Basic computer skills and familiarity with hospital information systems and social media platforms.
  
• Prior experience in a hospital, mental health facility, or healthcare setting is highly desirable
  

• Receive and manage incoming and outgoing calls in a courteous, calm, and professional manner.
  
• Respond promptly and professionally to inquiries received through social media platforms, WhatsApp, email, and other digital channels in line with hospital communication guidelines.
  
• Schedule appointments, admissions, therapy sessions, and follow-ups accurately.
  
• Provide clear and accurate information on hospital services, procedures, and payment options while maintaining confidentiality.
  
• Identify urgent, distressed, or high-risk communications (calls or messages) and escalate immediately to clinical or supervisory staff.
  
• Maintain accurate call logs, digital communication records, and follow-up actions in the system.
  
• Handle complaints and inquiries and ensure appropriate resolution or referral.
  
• Liaise with clinical, billing, admissions, and marketing teams to ensure seamless patient support and consistent messaging.
  
• Any other duty as may be assigned