Call Center Team Leader - Tan Binh District

• Perform day to day operational activities in call center/customer service;
• Answer incoming calls/emails from customers to handle medical appointments requests;
• Answer incoming calls/emails from customers to provide information about our medical
products, services and fees;
• Answer all customer's inquiries and questions via any communication media/channel such as:
Phone, Email, Facebook, Chat, any other as needed;
• Always ensure highest communication & customer service quality when dealing with the
client;
• Give excellent service & recommendations;
• Always answer to inquiries & solve problems on a timely manner and in general without
delays;
• Handle customer complaints and follow-up + reporting to Supervisor and Insurance/CS
Manager;
• Troubleshoot problems if any;
• Smoothly liaise with clinics’ Front Office Desk teams (Front Office Managers, Receptionists,
Cashiers and Insurance handlers etc..) in order to coordinate/answer accurately and timely to
customers inquiries;
• Sense of initiative for innovative solutions and ideas to enhance team productivities;
• Understand deeply the workflow, all products and services of the clinic and advise customers
about it when necessary;
• Manages the call center’s team of agents;
• Coach Representatives on daily basis by listening to calls / checking emails & chats
conversations and providing constructive and proper feedback / guidance / corrections;
• Remains available at all times for Representatives’ questions and concerns;
• Handles calls from customers who wish to speak to a Supervisor for whatever reason;
• Monitors numbers of calls that Reps handle each hour to ensure each Rep is taking the
required number of calls;
• Checks the waiting time for customers on hold to make sure they are not waiting
unreasonable lengths of time;
• Reviews periodically calls/emails/chats reports;
• Maintains call center team attendance records;
• Trains new call center Representatives on incoming calls, cold calling, appointment setting,
product & services recommendations and on email/chat proper communication etiquette;
• Meets with management to report the progress of the call center team;
• Provides helpful feedback and positive communication to motivate call center
Representatives;
• Runs regular staff meetings with the team;
• Communicates any company policy and procedure changes to Representatives if necessary.

• College Degree or above;
• Experience in Medical or HealthCare Industry is ideal;
• Minimum 2-year experience in Customer Service, Call Center environment & 1 year as a
Supervisor;
• Excellent Customer Service; Good Sales skills;
• Good communication and strong problem-solving skills; Customer satisfaction-oriented;
• Good organization and time management skills;
• Own and resolve issues and understand how and when to escalate;
• MUST BE A TEAM PLAYER with good leadership skills;
• Computer literate, familiar with online booking, social media, or mobile apps;
• Minimum typing skills: 50 words per minute;
• Proficient in English;
• Open to working flexible shift schedules.

- Attractive Salary
- Exciting working environment

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