Call Center Coordinator - Customer Service Leadership Role

Join Altius Hospital as a Call Center Coordinator and take the lead in delivering exceptional customer service in the healthcare sector. In this pivotal role, you will oversee daily call center operations, ensuring seamless communication between patients, medical staff, and administrators. Based in Jakarta Barat, you'll be at the heart of our mission to provide top-notch healthcare services, and this is your chance to shape the customer experience from the call center.

As a Call Center Coordinator, you'll manage a team of customer service representatives, train them on best practices, and ensure they're equipped to handle inquiries and complaints with professionalism and empathy. You'll also monitor call center performance using tools like Zendesk and Freshdesk, and implement strategies to improve response times and customer satisfaction scores. With Altius Hospital's reputation for excellence, you'll have the opportunity to grow your career in a dynamic and supportive environment.

📋 Tanggung Jawab Pekerjaan

• Oversee daily call center operations, ensuring smooth communication between patients, medical staff, and administrators.
• Manage and mentor a team of customer service representatives, providing training and support to enhance their skills.
• Monitor call center performance using tools like Zendesk and Freshdesk, and implement strategies to improve response times and customer satisfaction scores.
• Analyze customer feedback and identify areas for improvement in our customer service processes.
• Develop and implement call center policies and procedures to ensure consistency and compliance with healthcare regulations.
• Collaborate with other departments to address customer concerns and ensure a seamless healthcare experience.
• Stay updated on industry trends and best practices in customer service, and share this knowledge with your team.
• Ensure that all customer service representatives adhere to Altius Hospital's values and standards of professionalism.

🎓 Kualifikasi & Syarat

• Minimum 3 years of experience in a customer service or call center management role, preferably in the healthcare industry.
• Proven track record of successfully managing a team and improving customer service metrics.
• Strong communication and interpersonal skills, with the ability to build rapport with patients, medical staff, and administrators.
• Proficiency in using call center management software such as Zendesk, Freshdesk, or similar tools.
• Understanding of healthcare regulations and best practices in customer service.
• Bachelor's degree in Business Administration, Communications, or a related field.
• Certification in customer service management or a related field is a plus.
• Ability to work under pressure and manage multiple tasks simultaneously.

🛠️ Keahlian

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