Customer Service Representative (Contact Centre)

The Aga Khan University Hospital (AKUH), a leading not-for-profit healthcare institution in Karachi, Pakistan, is seeking a Customer Service Representative to join its Patient Access department. AKUH provides comprehensive medical services through its tertiary care hospital, a network of secondary hospitals, numerous medical centers, clinical laboratories, and pharmacies across Pakistan. The hospital is committed to delivering high-quality care, supported by accreditations from the Joint Commission International (JCI) and the College of American Pathologists (CAP). AKUH fosters a diverse and inclusive work environment, emphasizing respect and safeguarding for all employees, patients, and stakeholders.

Key Responsibilities:
- Respond promptly, courteously, and accurately to patient and visitor inquiries regarding hospital services and doctor schedules, both in-person and via phone.
- Ensure adherence to all AKUH Human Resources and departmental Standard Operating Procedures (SOPs) and policies.
- Provide clear and specific directions to patients and visitors within the hospital campus, including wards, clinics, and buildings.
- Maintain a daily log of visitors and callers, submitting it to the supervisor at the end of each shift.
- Assist other functions within the Marketing & Communications Department as needed.
- Report for duty during hospital emergencies and perform additional tasks assigned by supervisors or managers.
- Respond to emails related to Information Services Operations and healthcare service queries from both internal and external sources.
- Participate in cross-functional training, rotations, and capacity-building activities to enhance skills and service quality.
- Achieve a minimum of 85% in both quantitative and qualitative Key Performance Indicators (KPIs).
- Provide regular feedback for service improvement and ensure all patient and visitor feedback is documented and communicated to relevant parties.
- Uphold the organization’s reputation by applying CARR (Courtesy, Accuracy, Responsiveness, and Resolution) and Service Excellence standards.

Required Qualifications:
- Bachelor’s degree from a recognized institution.
- One to two years of relevant experience in a contact center or customer service role; fresh graduates are also encouraged to apply.
- Proficient spoken English and Urdu with a friendly, courteous tone and clear articulation.
- Strong listening skills to effectively address caller concerns and provide complete information.
- Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
- Willingness to work in shifts, six days a week, including national holidays.
- Ability to work collaboratively as part of a team and perform overtime or additional tasks as required.

Comprehensive employment reference checks will be conducted as part of the hiring process.

This role offers an opportunity to contribute to a reputable healthcare institution dedicated to patient welfare and community service while developing valuable skills in a dynamic, supportive environment.