CAREER OPPORTUNITY AT THE NAIROBI HOSPITAL
The Nairobi Hospital, a leading healthcare institution in Eastern Africa, offers an excellent career opportunity for an individual with a passion for excellence, strong work ethic, and a commitment to continuous improvement. As part of our team, the successful candidate will have the opportunity to contribute to exceptional patient outcomes and enhance both clinical and non-clinical practices, aligning with our Strategic Plan (2025-2029). If you are a dedicated team player with the ability to make a positive impact, we invite you to apply for this exciting role.
Telephone Operator (REF: TNH/HRD/TO/01/2025)
The purpose of this role is to provide outstanding customer service by efficiently handling inbound calls, addressing customer inquiries, and escalating issues to the relevant departments for timely resolution.
Roles and Responsibilities:
- General Inquiries: Receive and attend to general inquiries from callers on the hospital’s general lines, providing information on the hospital’s services and products.
- Client Complaints: Document and escalate client complaints to the appropriate departments and follow up to ensure timely resolution.
- Call Management: Receive and transfer incoming and outgoing calls promptly.
- Telephone Line Issues: Monitor and report telephone line faults or outages, working with service providers to ensure timely restoration.
- Monthly Telephone Bills: Generate and dispatch monthly telephone bills to department heads for further action.
- Extension Directory: Update and maintain the extension directory for both the main hospital and outpatient centers.
- Bulk SMS Platform: Operate the hospital’s bulk SMS platform and train staff on its use.
- Fault Reporting: Monitor and report telephone infrastructure faults in the main hospital and outpatient centers, collaborating with the IT department.
- Television Services: Manage the television services for the hospital and outpatient centers, reporting malfunctions to the maintenance department.
- Alarm Response: Respond to alarms in line with disaster management protocols in collaboration with the security department.
- Payment Processing: Process payments for DSTV, SMS, telephone services, and scratch cards.
- Other Duties: Perform any additional tasks as assigned by the supervisor.
Occasional Duties:
- Participate in streamlining the discharge process in collaboration with other departments.
- Serve on the food safety management committee.
- Act as a team leader during work shifts on a rotational basis.
Qualifications & Experience:
- Occupational Certificate in Telephone Operations / PABX.
- Diploma in Front Office Operations, Customer Care, Public Relations, Communication, or Hospitality Management from an accredited institution.
- At least 2 years of experience in a similar role.
Key Competencies:
- Proficiency in computer applications.
- Strong communication and interpersonal skills.
- Self-motivated with attention to detail.
- Ability to work efficiently and accurately.
- Strong customer service skills with a friendly and efficient demeanor.
- High levels of confidentiality and integrity.
- Ability to express courtesy, tact, and discretion.
- Ability to establish positive and cooperative working relationships with both internal and external customers.
If your background, experience, and skills align with the job requirements, we encourage you to submit your application by 24th January 2025. Applications should include a cover letter, CV/Resume, and contact details of three referees.
How to Apply:
Please submit your application online. Only shortlisted candidates will be contacted. The Nairobi Hospital does not charge any recruitment fees.
Apply Now!
