ENVOY, CARE LINE

KPJ Selangor Specialist Hospital; Malaysia; On-site; MYR 33,000 - 58,000; Full time

Job summary

KPJ Selangor Specialist Hospital is seeking a frontline telephone operator to manage the hospital's switchboard. You will handle incoming and outgoing calls, route to departments, and keep accurate call logs and daily activity records.

The role requires polite telephone etiquette, basic English and Bahasa Malaysia, and the ability to work under pressure in a healthcare environment. Training and confidentiality are emphasized.

Qualifications

• Minimum 1-2 years' experience in a call centre or healthcare industry
• Knowledge of telephone consoles and related equipments (optional)

Responsibilities

• Manage hospital tele-communication and switchboard operations
• Route calls to appropriate departments promptly
• Maintain logs, diaries and daily activity reports
• Liaise with clinics and staff; maintain confidentiality

Skills

Switchboard operations

Bahasa Malaysia & English

Customer service

MS Office

Education

SPM / Certificate Course

Tools

Microsoft Office

Microsoft Excel

Job description

JOB REQUIREMENT

Responsible for managing hospital's tele-communication, aiding as needed, maintain equipment, call logs and troubleshooting basic telecommunication Issues. Responsible to handle all incoming and outgoing calls through the switchboard daily Operates telephone switchboard and system to advance and complete connections, including those for local, long distance, mobile, person-to-person, and emergency calls and routes incoming calls to appropriate departments. Must remain polite, cautious, decent while talking over telephone and maintain smile all through what will reflect on your voice . Take notes or messages (if necessary) via telephone and properly deliver to appropriate departments/staff. Ensure all calls are answered promptly within 3 rings. Listen to customers' requests, direct it to the right extensions and/or refer to directories to answer questions and provide telephone information. Must listen to all complaints. Properly and professionally handle all complaints and if required seek help from seniors or other colleagues. Update the white board and Daily Activity report book immediately upon receiving info from the clinics (CA) on consultants on leave or blocking their clinics. Must refer to Coordinator on any telephone lines or equipments problems Conduct daily announcement through hospital's PA system Ensure all emergency codes and breakdowns are notified to all respective staff and consultants via WA or SMS drop and record in the Book. Ensure all complaints or incidents are recorded in the daily report book and notified the coordinator and other colleagues. Ensure all inter services task are well communicated and performed together with the spirit of teamwork within the organization and group. Ensure conformance to all policies and procedures and lor Hospital Accreditation Standards, Guidelines, Relevant Acts, Regulations By-Laws and statutory requirement are adhered to and records maintained. if and when these programs are implemented. Responsible and accountable for carrying out all activities directed by the Management. Maintain strict confidentiality of any information encountered during your duty in accordance with the Personal Data Protection Act 2010.

Education: SPM / Certificate Course

Knowledge and Experiences:

• Minimum 1-2 years' experience in a call centre or healthcare industry
• Knowledge of telephone consoles and related equipments (optional)

Skills & Competencies:

• Basic Course in Microsoft Office, Microsoft Excel or its equivalent
• Special skills are required: Proficient in writing and conversing in Bahasa Malaysia and basic English.

Personal attributes:

• Effective Communication (language proficiency) and interpersonal skills.
• Inculcate positive work attitude and maintain professional telephone etiquette.
• Ability to work independently with minimum supervision.
• Ability to interact and communicate with people over the telephone, often in stressful situations.
• Must be highly committed on all assigned tasks and entrusted responsibilities.
• Ability to work well under pressure.
• Knowledge of customer service standards and procedures.

KPJ Healthcare Berhad is founded on the vision of being the preferred healthcare provider in the region. We are focused on delivering world-class quality healthcare services throughout our regional footprint across 5 countries, namely Malaysia, Indonesia, Thailand, Bangladesh, and Australia. We are in search of remarkable people to join us in exploring and discovering better healthcare solutions together. Whether you are a student, a graduate, or an experienced professional, discover the impact you could make with a career at KPJ.