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 internationally accredited for quality and patient safety and is committed to fostering a diverse and inclusive work environment. This role involves interacting directly with patients and visitors, ensuring they receive timely and accurate information related to hospital services and doctor schedules, both in person and via phone.

Key Responsibilities

- Respond promptly, courteously, and accurately to patient and visitor inquiries regarding hospital services and doctor schedules through walk-ins and calls.
- 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 and submit 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 any additional tasks assigned by supervisors or managers.
- Respond to emails related to Information Services Operations and health service queries from both internal and external sources.
- Participate in cross-functional training, rotations, and capacity-building activities to enhance skills.
- Achieve a minimum of 85% in both quantitative and qualitative Key Performance Indicators (KPIs).
- Provide regular feedback for service improvement and ensure that all patient and visitor feedback is documented and shared with relevant parties.
- Uphold the organization’s reputation by consistently applying CARR (Courtesy, Accuracy, Responsiveness, and Responsibility) 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 environment; fresh graduates are encouraged to apply.
- Proficient and clear verbal communication skills in both English and Urdu, with a friendly and courteous tone.
- 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 six days a week in shifts, 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 recruitment process.

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