Call Centre Executive at International Health Management Services (IHMS)

Job Description

• Ensure clients (corporate customers, retail customers, distribution partners and providers) have a seamless encounter with our service
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication scripts when handling different topics
• Identify customer needs, clarify information, research every issue and provider solutions or alternatives
• Seize opportunity to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversation in our Call Centre database in a comprehensive way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets
• Seek resolution of customer queries
• Provide information about company products and services
• Contribute to customer research

Qualifications and skills

• This role requires a First Degree or its equivalent Diploma qualification BA/BSc/HND
• A Nursing qualification or in a related field would be an added advantage
• At least 2 years previous experience in a Call Centre role
• Experience working with HMO or in hospital setting is an advantage
• Ability to work under pressure and multi-task
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task and set priorities and manage time effectively