Customer Care Assistant (GMG/AM 1) - Manchester Health Services

Qualification and Experience:

• A minimum of Four (4) GCE/CSEC/SSC/City of Guilds subjects at the standard acceptable grades inclusive of English Language and Mathematics. 

Plus 

• Training in Customer Service and Emotional Intelligence. 

Key Responsibilities:

• Greets and interacts with clients at the health facility. 
• Collects personal information from client and log onto the prescribed forms and systems. 
• Remains calm and enthusiastic at all times. 
• Refers to the patient by his/her name after it is asked for and given to you.
• Listens keenly and carefully to clients. 
• Displays compassionate support to all patients regardless of their situation.
• Reports serious challenges to your Supervisor in a timely manner. 
• Keeps clients informed of possible causes of extended waiting hours as directed.
• Influences customer service interaction by displaying and maintaining professionalism and courtesy to all. 
• Hold outgoing mail/documents to be collected. Ensure that log is signed.
• Type miscellaneous documents for the department. 
• Ensure that the furniture in the lobby are neatly arranged and the area is kept tidy and inviting. 
• Communicates relevant information; provide correct and adequate responses to questions and queries and direct clients to respective service areas in the health facility. 
• Logs client complaints and refer for the appropriate resolution.
• Assist members of staff who need clarification on services and ensure compliance with the regulations. 
• Assists in the dissemination of questionnaires to solicit feedback on the services offered. 
• Alerts the security guards to any unusual or suspected unsafe situations that may be observed. 
• Works with other team members to improve service reliability.
• Receives incoming telephone calls, determines purpose of calls, and forward calls to appropriate personnel or department. 
• Acts as one of the official points of contact for the organization and is responsible for creating in the caller a favourable impression of the organization.
• Answers questions about the organization and provides callers with address, directions, and other information. 
• Provides alternative routing for calls that must go through. 
• Provides telephone information including but not limited to, telephone number, extensions and locations of individuals and organizations. 
• Receives, logs and distributes incoming mail/documents to the relevant departments. 
• Holds outgoing mail/documents to be collected. Ensures that log is signed. 

Specific Knowledge/Skills Required:

• Working knowledge of office procedures 
• Must be polite and courteous while answering the phone 
• Active listening skills 
• Well-developed human relations skills. 
• Good oral communication skills. 
• Good time management skills. 
• Professionalism, confidentiality and good deportment 

ONLY SHORTLISTED APPLICATANTS WILL BE ACKNOWLEDGED