Sr. Executive / Executive (Call Centre)

Job Description

Title: Sr. Executive / Executive (Call Centre)

Company Name: Malleus ENT Specialized Hospital Limited

Vacancy: --

Age: At least 18 years

Job Location: Dhaka

Salary: --

Experience:

• At least 2 years

• At least 2 years

• Age At least 18 years

• The applicants should have experience in the following business area(s): Hospital, Diagnostic Centre, and Chamber
• Freshers are also encouraged to apply.

Job Highlights:

We are looking for a customer-focused Jr. Executive / Executive (Call Centre / Front Desk) to serve as the first point of contact for patients. This role is critical in delivering excellent customer service and ensuring good service.

Responsibilities & Context:

• Answer inbound calls, respond to customer queries, and resolve issues related to products, services, or account information.
• Address and resolve customer complaints or concerns in a timely and professional manner, ensuring customer satisfaction.
• Accurately record customer information and details of inquiries or complaints in the call center management system.
• Service Knowledge: Stay up to date with service details, policies, and procedures in order to provide accurate information and recommendations to customers.
• Follow up with customers to ensure that issues are resolved and gather feedback on their experience.
• Make outbound calls for follow-ups, surveys, or promotion of services/products as needed.
• Identify complex or high-priority issues and escalate them to appropriate departments or senior management for resolution.
• Meet call handling targets, such as average call time, customer satisfaction score, and first call resolution rate.
• Work to retain customers by providing solutions, addressing concerns, and ensuring a positive experience.
• Ensure adherence to all policies, procedures, and legal requirements regarding customer interactions.

• Over time allowance
• Salary Review: Yearly
• Festival Bonus: 2