Call Centre Agent - Johannesburg, South Africa - Clinix Health Group (Pty) Ltd
Description
Responsible for responding to 24/7 routine telephone calls to assist in resolving diverse enquiries and emergency calls using the Emergency Medical Dispatch procedures.
- Manages the service request from beginning to successful completion.
- Assigns call to appropriate dispatcher while being professional and courteous.
- Take customer calls and provide accurate, satisfactory answers to their queriers and concerns.
- Deescalate situations involving dissatisfied customers, offering patient assistance and support.
- Guide customers through troubleshooting, navigating through CHG products and services.
- Receive and handle inbound calls from customers.
- Complete relevant documentation as required and maintain an accurate record keeping system.
- Maintain effective and efficient work processes and procedures, complying with CHG and Health standards.
- Remain aware and knowledgeable on relevant services provided by the Group.
- Research required information using available resources.
- Document all call information according to standard operating procedures.
- Followup on customer calls where necessary.
- Recognize, document and alert the EMS and Fleet Manager of trends in customer calls.
- Answers all incoming emergency and nonemergency Fire and EMS calls for service while collecting important information from the caller.
- Determines the caller's needs and enters the information into the computer aided dispatch system.
- Notifies other service agencies for actions as required.
- Works with other departments to ensure mutual organizational goals are pursued and achieved.
- Closes calls, updates logs on system and inter hospital transfers, patient care and record keeping.
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