On-Screen Customer Service Representative (OCSR)

We are looking for a dedicated On-Screen Customer Service Representative (OCSR) to join our team at the Main Shahra-e-Faisal location in Karachi. This full-time position requires working onsite during the night shift, from 7:00 PM to 4:00 AM, Monday through Friday. The successful candidate will be responsible for providing exceptional support to walk-in patients, ensuring their experience is smooth, professional, and efficient. This role involves managing inquiries, assisting with transactions, and maintaining a patient-focused approach at all times.

Key Responsibilities
- Assist walk-in patients with professionalism and empathy, promptly addressing their needs.
- Handle patient inquiries, concerns, and complaints effectively to ensure high satisfaction levels.
- Guide patients through transactions, registrations, and related support activities.
- Maintain accurate and up-to-date records using CRM/EMR systems.
- Collaborate with internal teams to facilitate a quick and efficient patient experience.
- Perform additional tasks as assigned by the client or line manager to support operational goals.

Required Qualifications
- Minimum of 2 years’ experience in US customer service.
- Bachelor’s degree or A-Levels qualification.
- Proficiency in MS Office Suite.
- Exceptional English communication skills, both written and verbal.
- Basic knowledge of CRM/EMR systems.
- Flexibility to work night shifts aligned with USA timings.

Preferred Qualifications and Benefits
- Access to OPD and IPD health facilities for self, dependents, and parents.
- Life insurance coverage for employees.
- Fuel card provided for male employees.
- Complimentary pick and drop service for female employees.
- In-house gym facility to promote wellness.
- Paid leaves and observance of US holidays.
- Referral bonus program to reward employee recommendations.

This position is ideal for candidates comfortable with night shifts and committed to delivering excellent patient service in an onsite environment. The role offers a supportive work culture along with comprehensive benefits aimed at enhancing employee well-being and satisfaction.