ENVOY, CARE LINE

KPJ Selangor Specialist Hospital; Selangor; On-site; MYR 22,000 - 36,000; Full time

Job summary

KPJ Selangor Specialist Hospital invites a dedicated Telephone Switchboard Operator to join our patient services team in Selangor. You will manage all calls, triage inquiries, and direct messages to the appropriate departments with a courteous manner.

The role requires 1–2 years of call centre or healthcare experience, proficiency in Bahasa Malaysia, and basic English. The successful candidate maintains professional telephone etiquette and contributes to efficient daily operations.

Qualifications

• 1–2 years’ experience in a call centre or healthcare industry.
• Knowledge of telephone consoles and related equipment (optional).
• Proficient in written and spoken Bahasa Malaysia and basic English.

Responsibilities

• Handle all incoming and outgoing calls through the switchboard daily.
• Operate telephone switchboard to route calls locally, long distance, mobile, and emergency.
• Provide polite, professional telephone etiquette and maintain a cheerful voice.
• Take messages and deliver to appropriate departments.
• Ensure calls are answered promptly within 3 rings.
• Record and report calls in the daily activity and incident logs.

Skills

Bahasa Malaysia

English (basic)

Microsoft Office

Education

SPM / Certificate Course

Job description

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

JOB REQUIREMENT

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.