Call Center Agents

Dao Derma Skin Clinic

Role and Responsibilities:

• Answering client s calls to address their needs, reservations, or other issues with products or servic.
• Setting, scheduling and confirming appointments.
• Coordinate with centers about schedules, patients and any changes.
• Knowledge Update & Reference
• The Call Center Agent must review the Base Knowledge regularly as it is an essential part of the job.
• The agent is required to stay updated with all new information, procedures, and service updates to ensure accurate and effective communication with patients.
• Ensure that IV-drips bookings are properly registered in the system under the correct category, and confirm that IV-drips Registration is clearly selected in the system.
• After booking the IV drip session for the patient, ensure that the required IV drip is ordered from the designated supplier without delay.
• Ensure any deposit collected from the patient for IV drips or any other service is recorded in the system, linked to the correct booking, and the patient s account is updated.
• Follow communication scripts when handling different topics
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Communicate clearly and politely with all clients. Provide correct information and stay calm when dealing with angry or upset customers.
• Document all call information according to standard operating procedures.
• Follow up customer calls when necessary.
• Meet personal or team qualitative and quantitative targets.