Call Center Representative

Job Description:

· Adhere to company’s vision, mission, and core values.

· Adhere to organizations communication structure and accountabilities.

· Accountable for providing and maintaining a good reputation as the face of the company.

· Representing the agency in all forms and every aspect

· Ensures to maintain confidentiality and avert conflict of interest.

· Ensure leads are responded to and followed up in a timely manner

· Keep conversion rates at agreed levels according to KPI’s

· Responsible for filing of all documents, excluding HR files and patient records

· Manage all patient and Client bookings daily

· Manage booking cancellations for clients and inform the concerned nurse or HCA

· Confirm all payment terms with the Client and inform Nurse/HCA prior to visit

· Be aware of all regular clients and ad hoc to update the Client data daily

· Update data daily with all nurse’s schedules

· Manage the reception daily on a rotational basis

· Communicate with nurses regarding schedule changes

· Coordinate with drivers and nurses regarding access to communities and properties as required

· Greet all Clients visiting to the office and ensure they are looked after and meet with the appropriate team member.

· Receive customer complaints and notify the team leader

· Answer all client queries

· Respond and speak to clients on live chat/Instagram/Facebook messenger

· Follow up with Clients to close deals and bookings

· Responsible and accountable for handling any payment received from drivers or nurses, in the absence of the Accountant and team leader

· Deal with incoming and outgoing couriers, including the dispatch of information regarding payment collections