Call Centre/ PABX Operator

Job Description

Title: Call Centre/ PABX Operator

Company Name: A Reputed Hospital in Dhaka

Vacancy: 04

Age: 20 to 35 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Hospital, Call Center, Diagnostic Centre, Clinic, Chamber
• Freshers are also encouraged to apply.

• HSC
• Diploma

• 1 to 3 years
• The applicants should have experience in the following business area(s): Hospital, Call Center, Diagnostic Centre, Clinic, Chamber
• Freshers are also encouraged to apply.

• Age 20 to 35 years
• Only Male

Additional Requirements

• Excellent verbal communication skills in Bangla and English.

• Strong customer service orientation with a polite and professional attitude.

• Clear voice, proper telephone etiquette, and excellent listening skills.

• Good knowledge of hospital services and patient handling.

• Ability to work under pressure and manage multiple calls efficiently.

• Computer proficiency in Microsoft Office, email, and Hospital Management System (HMS).

• Strong interpersonal, organizational, and problem-solving skills.

• Ability to work in rotational shifts, including night shifts, weekends, and public holidays.

Job Context

We are looking for a customer-focused, courteous, and well-organized Call Center Agent/ PABX Operator to join our hospital team. The successful candidate will be responsible for handling incoming telephone calls, providing accurate information about doctors' schedules, appointments, hospital services, departments, and facilities, and ensuring that every caller receives prompt, professional, and compassionate assistance. The role requires excellent communication skills, a pleasant telephone manner, and the ability to manage multiple calls efficiently while maintaining patient confidentiality.

Job Responsibilities

• Receive and respond to all incoming calls in a professional, courteous, and timely manner.

• Provide accurate information regarding doctors' chamber schedules, availability, appointments, and consultation timings.

• Guide patients and callers regarding hospital departments, diagnostic services, admission procedures, emergency services, and other hospital facilities.

• Transfer calls to the appropriate department, doctor, or staff member through the PABX system.

• Handle appointment-related inquiries and assist callers with appointment booking, rescheduling, or cancellation as per hospital policy.

• Maintain updated knowledge of doctors' schedules, hospital services, departmental extensions, and organizational information.

• Record and communicate messages accurately to the concerned department or physician.

• Respond to patient and customer inquiries professionally while ensuring a high level of customer satisfaction.

• Handle complaints politely and escalate complex issues to the appropriate authority when necessary.

• Maintain confidentiality of patient and organizational information at all times.

• Ensure proper documentation of call logs, inquiries, and customer feedback where applicable.

• Coordinate effectively with OPD, IPD, Emergency, Diagnostic Services, Billing, Reception, and other departments.

• Operate the PABX/telephone system efficiently and report any technical issues promptly.

• Follow hospital policies, customer service standards, and telephone etiquette.

• Perform shift duties, including weekends and public holidays, as assigned.

• Carry out any other responsibilities assigned by the Supervisor or Hospital Management.

• Festival Bonus: 2

• Festival Bonus.

• Provident Fund (As per company policy).