Job Description
Call Center Officer - Medical Tourism Specialist (Multilingual)
- Answer inbound calls from patients in Amharic, English, Somali, and/or Oromo, addressing inquiries, concerns, and requests for information about the company's medical tourism services.
Provide accurate and helpful information about the company's partner hospitals, medical professionals, procedures, and travel logistics.
Assist patients in navigating the medical tourism process, including scheduling consultations, coordinating appointments, and facilitating communication with healthcare providers in a culturally sensitive manner
Troubleshoot patient issues related to travel arrangements, documentation, and communication, and work towards resolutions.
Process patient information and paperwork securely within the company's CRM system.
Maintain a courteous, professional, and empathetic demeanor at all times, building trust and rapport with patients from diverse backgrounds.
Meet performance metrics such as call handling time, patient satisfaction scores, and successful patient referrals.
Stay up-to-date on the company's medical tourism offerings, partner hospitals, travel regulations, and cultural sensitivities through ongoing training.
High school diploma or equivalent.
Excellent communication and interpersonal skills in written and verbal Amharic, English, Somali, and/or Oromo (fluency preferred in at least two languages).
Active listening skills and a genuine desire to help patients.
Problem-solving and critical thinking abilities to navigate complex situations.
Ability to multi-task and prioritize tasks in a fast-paced environment.
Proficiency in computer skills, including Microsoft Office Suite.
Ability to work independently and as part of a team.
Strong understanding of medical terminology (a plus).
Familiarity with medical tourism industry practices (a plus).
Job Requirement
Education:
Minimum: Diploma or BA degree.
Experience:
Preferred, but not always required: Previous experience in a customer service role.
Essential Skills:
Exceptional communication and interpersonal skills, both written and verbal. This includes active listening, clear and concise communication, and the ability to tailor your communication style to different customer personalities.
Problem-solving and critical thinking abilities. You should be able to identify customer needs, analyze situations, and develop effective solutions.
Ability to multi-task and prioritize tasks in a fast-paced environment. You will likely be handling multiple calls at once and need to manage your time effectively.
Proficiency in computer skills, including Microsoft Office Suite, and familiarity with CRM software.
Ability to work independently and as part of a team. You will be responsible for resolving customer issues independently but also collaborate with colleagues when needed.
Customer focus and a positive attitude. You should be passionate about delivering excellent customer service and have a genuine desire to help people.
Desired Skills:
Experience working in a call center environment.
Additional Requirements:
Strong work ethic and ability to meet deadlines.
Ability to learn quickly and adapt to new procedures.
Professional demeanor and the ability to maintain composure in stressful situations.
About National Investment Group
Customer Service
Ethiopia, Addis Ababa
National Investment Group (NIG). The company was founded by Captain Abera Lemi. NIG invests in a variety of sectors including aviation, tourism, te...
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