The Nairobi Hospital, a leading healthcare institution in Eastern Africa, offers an excellent career opportunity for an individual passionate about excellence, committed to continuous improvement, and possessing a strong work ethic. The successful candidate will be a team player with the ability to contribute effectively to good patient outcomes and shape best clinical and non-clinical practices in line with the hospital’s Strategic Plan (2025-2029).
Position: Telephone Operator
Ref: TNH/HRD/TO/01/2025
Overall Purpose:
To handle inbound calls, address customer requests or inquiries, escalate and follow up on issue resolution with relevant departments in a timely manner to ensure quality customer service delivery.
Roles and Responsibilities
a) Respond to general inquiries on the hospital’s lines, providing information about the hospital’s products and services.
b) Record and escalate client complaints to the relevant departments and follow up for timely feedback.
c) Transfer incoming and outgoing calls on the hospital’s general lines efficiently.
d) Monitor and report telephone outages or faults, liaising with service providers for timely restoration.
e) Generate and dispatch monthly telephone bills to respective heads of departments.
f) Maintain and update the extension directory for the hospital and outpatient centers.
g) Operate the hospital’s bulk SMS platform and provide staff training on its use.
h) Monitor and report telephone infrastructure issues in collaboration with the IT department.
i) Operate and maintain the television services in the hospital and report malfunctions.
j) Respond to alarms in collaboration with security, adhering to disaster management protocols.
k) Process periodic payments for services such as DSTV, SMS, telephone, and scratch cards.
l) Perform additional duties as assigned by the supervisor.
Occasional Duties:
- Assist in streamlining the discharge process in collaboration with other departments.
- Sit on the Food Safety Management Committee.
- Act as team leader on a rotational basis during work shifts.
Knowledge, Experience, and Qualifications
- Certification: Occupational Certificate in Telephone Operations / PABX.
- Diploma: Front Office Operation, Customer Care, Public Relations, Communication, or Hospitality Management from an accredited institution.
- Experience: At least 2 years in a similar capacity.
Competencies
- Proven merit and ability reflected in work performance.
- Confidentiality and integrity.
- Proficiency in computer applications.
- Team player with strong interpersonal skills.
- Excellent communication skills.
- Self-motivation and attention to detail.
- Adaptability, reliability, and accuracy in tasks.
- Friendly and efficient customer service skills.
- Keyboard skills and proficiency in a second language (preferred).
- Courtesy, tact, and discretion.
- Ability to establish positive working relationships with all levels of staff, focusing on quality service for both internal and external customers.
Application Process
If your background, experience, and competence align with the outlined specifications, please submit your application (cover letter and CV/Resume), quoting the job reference number and providing full contact details of three referees. Ensure your application reaches the undersigned by 24 January 2025.
Important:
- Only online applications will be accepted.
- Only shortlisted candidates will be contacted.
- The Nairobi Hospital does NOT charge recruitment fees.
Contact Details:
Director, Human Resources & Operations
The Nairobi Hospital
P.O. Box 30026 – 00100
NAIROBI
Email: [email protected]
