Contact Center Associate- Basundhara

Vatsalya Inside Valley

Job Description:

• Promptly and professionally respond to inbound calls, social media inquiries, emails, and all other communication channels, ensuring patients receive timely and accurate support.
• Provide clear, detailed, and well-explained information about Nepal IVF treatment packages, procedures, and available services to help patients make informed decisions.
• Schedule patient appointments efficiently while ensuring each patient receives complete instructions regarding documentation, preparation, and their visit schedule.
• Maintain accurate and up-to-date records of all patient interactions, inquiries, appointments, and feedback in the system for smooth coordination and reporting.
• Address patient queries, concerns, and follow-up requests effectively by maintaining regular communication and ensuring all issues are resolved satisfactorily.
• Collaborate closely with the Front Desk, Nursing, and related departments to ensure seamless coordination, proper patient guidance, and timely service delivery.
• Achieve call center performance targets by maintaining high responsiveness, quality communication, and professionalism, ensuring excellent patient satisfaction.

Specification:

• Previous experience in a call center or hospital reception is essential, demonstrating the ability to handle high call volumes, manage inquiries efficiently, and provide clear guidance to customers or patients in a fast-paced environment.
• Fluency in both English and Nepali is mandatory, with strong speaking, listening, and writing abilities to ensure smooth communication with clients across different backgrounds.
• Ability to manage multiple communication channels—including Facebook, Instagram, phone calls, email, and WhatsApp—while maintaining timely responses, accurate information, and consistent service quality across all platforms.
• Strong verbal and written communication skills, paired with excellent organizational and multitasking abilities. The candidate should be able to prioritize tasks, maintain proper records, and coordinate communication effectively with minimal supervision.