Call Center Agent Job Vacancy-Oasis Healthcare

Full Time

Oasis Healthcare

Call Center Agent Job Vacancy in Kenya

Oasis Healthcare

Position Title: Call Center Agent

Oasis Healthcare Group Limited, Kenya’s premier fully integrated private healthcare system, is seeking a highly motivated and customer-oriented individual to join our team as a Call Center Agent. As a rapidly growing healthcare provider with facilities across multiple counties, Oasis Healthcare is committed to delivering exceptional service and fostering a positive work environment.

Job Summary:

The Call Center Agent will play a pivotal role in our organization by managing both inbound and outbound calls. As the primary point of contact for patients, healthcare providers, and stakeholders, the ideal candidate will ensure the delivery of outstanding customer service, address inquiries, and uphold our commitment to customer satisfaction.

Key Responsibilities:

  1. Handle Inbound and Outbound Calls:
    • Manage a high volume of calls from patients, healthcare providers, and stakeholders.
    • Provide exceptional customer service, addressing inquiries, concerns, and requests.
  2. Active Listening and Information Provision:
    • Actively listen to callers, understanding their healthcare needs, and providing accurate information or solutions.
    • Adapt communication style to match the caller’s needs.
  3. Documentation and Database Management:
    • Accurately document relevant information in the call center’s database or electronic health records system.
    • Ensure proper recording of customer interactions and inquiries.
  4. Healthcare Knowledge:
    • Familiarize yourself with healthcare policies, procedures, services, and medical terminology.
    • Provide accurate information to callers based on your healthcare knowledge.
  5. Issue Resolution:
    • Troubleshoot and resolve issues within your capabilities, escalating complex problems to supervisors or specialized departments when necessary.
  6. Collaboration:
    • Collaborate with other call center agents, supervisors, nurses, and support staff to ensure efficient and effective customer service delivery.
  7. Time Management:
    • Manage time effectively, balancing call handling, documentation, and administrative tasks.
  8. Continuous Learning:
    • Embrace opportunities for continuous learning, including training sessions and feedback from supervisors, to improve healthcare knowledge, communication skills, and customer service expertise.

Qualifications & Requirements:

  • Diploma/Degree in Communications and Public Relations or equivalent.
  • Familiarity with CRM systems and practices.
  • Superior listening and communication skills.
  • Ability to work collaboratively and build effective relationships with diverse stakeholders.
  • Two years of experience in a call center in a hospital environment.

Application Instructions:

Interested candidates are invited to submit their cover letter and detailed curriculum vitae to hr@oasishealthcaregroup.com by 20th January 2024. The email subject line should include the job title and preferred location, e.g., “CALL CENTER AGENT- NAIROBI.”

Canvassing of any nature will lead to automatic disqualification.

Updated: January 09, 2024

Expert Tips To Be A Successful Applicant for Call Center Agent:

  1. Highlight Communication Skills:
    • Showcase your strong communication skills in your application, emphasizing your ability to convey information clearly and effectively, a crucial requirement for a call center role.
  2. Demonstrate Customer Service Experience:
    • Provide specific examples of your experience in delivering exceptional customer service, showcasing instances where you resolved issues and exceeded customer expectations.
  3. Showcase Problem-Solving Abilities:
    • Illustrate your problem-solving skills by narrating situations where you successfully resolved complex issues, demonstrating your capability to troubleshoot effectively.
  4. Emphasize Healthcare Knowledge:
    • Highlight any healthcare-related knowledge or experience you possess, underscoring your familiarity with medical terminology and procedures.
  5. Detail Collaboration Skills:
    • Describe instances where you collaborated with diverse teams to achieve common goals, emphasizing your ability to work harmoniously with colleagues and stakeholders.
  6. Express Adaptability:
    • Demonstrate your adaptability by sharing experiences where you quickly adjusted to changing circumstances, a valuable trait in a dynamic call center environment.
  7. Stress Time Management:
    • Provide examples of your effective time management skills, illustrating situations where you successfully balanced multiple tasks and responsibilities.
  8. Illustrate Continuous Learning:
    • Showcase your commitment to continuous learning by mentioning any relevant training or certifications you have pursued to enhance your skills.
  9. Detail CRM Familiarity:
    • Highlight your familiarity with CRM systems and practices, showcasing your ability to navigate and utilize such tools efficiently.
  10. Connect with Oasis Healthcare Values:
    • Align your application with Oasis Healthcare’s values, expressing your dedication to contributing to the company’s mission of providing top-notch healthcare services.

SAMPLE COVER LETTER Call Center Agent:

Dear Hiring Manager,

I am writing to express my interest in the Call Center Agent position at Oasis Healthcare, as advertised. With a degree in Communications and two years of experience in a hospital call center, I am confident in my ability to contribute to the efficient and customer-centric operations of your team.

In my previous role, I successfully managed a high volume of calls while maintaining exceptional customer service standards. My experience in resolving complex issues, familiarity with healthcare procedures, and effective collaboration with cross-functional teams align with the requirements of the Call Center Agent position at Oasis Healthcare.

I am particularly drawn to Oasis Healthcare’s commitment to delivering quality healthcare services, and I am excited about the opportunity to contribute to this mission. My excellent communication skills, adaptability, and continuous commitment to learning make me well-suited for this role.

Thank you for considering my application. I look forward to the opportunity to discuss how my skills and experiences align with the needs of Oasis Healthcare.

Sincerely,

[Your Full Name]

Frequently Asked Questions about Call Center Agent Positions:

Q1: What are the primary responsibilities of a Call Center Agent? A1: Call Center Agents handle inbound and outbound calls, providing exceptional customer service, addressing inquiries, and documenting relevant information. They actively listen to callers, understand their healthcare needs, and troubleshoot and resolve issues within their capabilities.

Q2: How important is healthcare knowledge for a Call Center Agent? A2: Healthcare knowledge is crucial for a Call Center Agent to provide accurate information to callers. Familiarity with medical terminology, procedures, and policies enhances the agent’s ability to address inquiries effectively.

Q3: What qualities does Oasis Healthcare seek in a Call Center Agent? A3: Oasis Healthcare looks for candidates with strong communication skills, superior listening abilities, familiarity with CRM systems, and the ability to work collaboratively. Experience in a hospital call center and a commitment to continuous learning are also valued.

Q4: How can applicants stand out in the application process? A4: Applicants can stand out by highlighting their communication skills, customer service experience, problem-solving abilities, healthcare knowledge, collaboration skills, adaptability, time management, continuous learning, CRM familiarity, and alignment with Oasis Healthcare’s values.

Q5: Can applicants apply for multiple locations? A5: Yes, applicants can apply for multiple locations. However, they should clearly specify their preferred location in the email subject line when submitting their application.

Q6: What is the application deadline for the Call Center Agent position? A6: The application deadline for the Call Center Agent position is 20th January 2024. Late submissions will not be considered.

Q7: Are there opportunities for career advancement within Oasis Healthcare? A7: Oasis Healthcare is committed to the professional growth of its employees. Opportunities for career advancement may be available based on performance, skills, and organizational needs.

Q8: What is the selection process for the Call Center Agent position? A8: The selection process may include a review of applications, interviews, and possibly assessments. Shortlisted candidates will be contacted for further evaluation.

Q9: Is there room for additional training and development for Call Center Agents? A9: Yes, Oasis Healthcare encourages continuous learning. Call Center Agents may have opportunities for additional training and development to enhance their skills and stay updated on healthcare practices.

Q10: Does Oasis Healthcare charge any application or recruitment fees? A10: No, Oasis Healthcare is an equal employer and does not charge any application or recruitment fees. Any request for payment should be reported immediately.

Possible Call Center Agent Interview Questions With Answers:

  1. Q: How do you handle a high volume of inbound calls? A: In my previous role, I prioritized calls based on urgency, ensuring prompt assistance for critical issues. I also utilized time management techniques to balance efficiency and customer satisfaction.
  2. Q: Can you provide an example of a challenging customer interaction you successfully resolved? A: I once assisted a distressed patient by actively listening, empathizing, and coordinating with the healthcare team to expedite their appointment. The situation was resolved to the patient’s satisfaction.
  3. Q: How do you stay updated on healthcare policies and procedures? A: I regularly participate in training sessions, read industry publications, and collaborate with colleagues to stay informed. I understand the importance of continuous learning in the healthcare field.
  4. Q: Describe a situation where you had to escalate a complex problem to a supervisor. A: I encountered a situation where the caller’s issue required specialized attention. I promptly escalated the matter to my supervisor, providing all relevant details to ensure a swift and effective resolution.
  5. Q: How do you adapt your communication style to match the caller’s needs? A: I assess the caller’s tone and level of urgency to tailor my communication style. For example, I speak calmly and reassuringly in situations requiring empathy, while maintaining efficiency for more straightforward inquiries.
  6. Q: How do you handle situations where you lack information to address a caller’s inquiry? A: I acknowledge the limitation, assure the caller of my commitment to finding the information, and promptly seek guidance from relevant sources or escalate the matter to ensure a comprehensive response.
  7. Q: Can you give an example of a time when you collaborated with other call center agents to improve customer service delivery? A: I initiated weekly team meetings to share best practices and discuss challenges. This collaborative effort resulted in improved communication, leading to more effective support for our callers.
  8. Q: How do you prioritize tasks to manage your time effectively in a fast-paced environment? A: I prioritize tasks based on urgency and importance. This involves categorizing calls, setting realistic timelines, and employing efficient time management techniques to ensure optimal productivity.
  9. Q: How do you handle difficult or irate callers? A: I remain calm and empathetic, actively listening to understand their concerns. I aim to address their issues while maintaining a professional demeanor. If needed, I involve supervisors to ensure a satisfactory resolution.
  10. Q: What attracted you to apply for the Call Center Agent position at Oasis Healthcare? A: I am drawn to Oasis Healthcare’s commitment to delivering quality healthcare services. The organization’s values align with my professional goals, and I am eager to contribute to providing exceptional customer service in a healthcare setting.
Call Center Agent
Call Center Agent

We wish you the best in your application process. Oasis Healthcare is an equal opportunity employer committed to diversity and does not charge any application/recruitment fees. Thank you for considering joining us on our mission to become a better development partner.

To apply for this job email your details to hr@oasishealthcaregroup.com


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