Telephone Operator at The Nairobi Hospital
Overall Purpose
The overall purpose of Telephone Operator at The Nairobi Hospital is to receive in bound calls, attend to customer request/enquiries, escalate and follow up issue resolution with relevant departments in a timely manner to ensure delivery of quality customer service.
ROLES AND RESPONSIBILITIES
- Receive and attend to general enquires from callers on the hospital’s general lines and provide information on the hospital’s products and services;
- Receive, document and escalate client complaints to relevant departments and follow up in order to provide timely feedback;
- Receive and transfer incoming and outgoing calls on the hospital’s general lines in a timely manner;
- Monitor and report telephone line outages or faults and follow up with service providers to ensure timely restoration of services;
- Generate monthly telephone bills and dispatch to respective heads of department for further action;
- Generate, update and maintain the extension directory for the main hospital and outpatient centre;
- Operate the hospital’s bulk SMS platform and train staff on its use;
- Monitor and report faults on the telephone infrastructure in the main hospital and outpatient centres in collaboration with IT department;
- Operate the television services for the main hospital and outpatient centres and report any malfunction to maintenance department;
- Respond to alarms in collaboration with the security department in line with disaster management protocols;
- Process payments for DSTV, SMS, telephone and scratch cards among others periodically in line with requirements; and
- Any other responsibilities that may be assigned to the job holder by the supervisor from time to time.
Occasional duties:
The job holder may be called upon to:
- Participate in streamlining the discharge process in collaboration with other departments.
- Sit in the food safety management committee.
Occasional duties:
The job holder may be called upon to:
- Act as team leader on a rotational basis during work shifts.
Knowledge, experience and qualifications required
- Occupational Certificate in Telephone Operations / PABX ;
- Diploma in Front Office Operation / Customer Care / Public Relations /Communication / Hospitality Management from an accredited institution;
- At least 2 years’ experience in a similar capacity;
Competencies
Technical & Behavioural competencies
- Shown merit and ability as reflected in work performance and results.
- Confidentiality and Integrity;
- Proficiency in Computer Applications;
- Team player with excellent interpersonal skills;
- Good Communication Skills;
- Self-Motivated;
- Attention to Detail;
- Adaptability and Reliability
- Able to work quickly and accurately
- Able to help customers in a friendly and efficient manner
- Keyboard skills are an advantage, as is proficiency in a second language for some positions
- Ability to express courtesy, tact and discretions
- Ability to establish and maintain positive and cooperative working relationships with those contacted in the work at all levels with a focus on quality service to internal and external customers
If your background, experience and competence match the above specifications, please send us your application (cover letter & CV/Resume) quoting the job reference number and full contact details of 3 referees, to reach the undersigned not later than 24 January 2025.
Only shortlisted candidates will be contacted. We shall ONLY accept ONLINE applications and contact SHORTLISTED candidates.
The Nairobi Hospital does NOT charge recruitment fees.
Director, Human Resources & Operations
The Nairobi Hospital
P. O. Box 30026 – 00100
NAIROBI
Email: recruitment@nbihosp.org
Visit Here > Telephone Operator
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