Customer Service Representative – Information Desk

Customer Service Representative – Information Desk

Entity: Aga Khan University Hospital

Location: Karachi, Pakistan

Introduction to the Aga Khan University:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Key Responsibilities:

You will be responsible to:

• Respond promptly, courteously and accurately to patient’s/visitors’ queries related to hospital services and doctor’s schedule (Walk-in and Calls)
• Ensure compliance of all AKUH HR and Departmental SOPs & Policies.
• Give clear and specific instructions for directing patients/visitors to their destinations on campus including wards, clinic locations and hospital buildings.
• Maintain daily visitors and callers log in given sheet and share with Supervisor at shift end
• Achieve minimum 85% in both Quantitative and Qualitative KPIs

Eligibility Criteria / Requirements:

You should have:

• Bachelors’ Degree from a recognized Institution is preferred.
• Exceptional customer service skills.
• Good written and verbal communication skills in English and Urdu, including, interpersonal and active listening skills.
• Excellent problem solving, negotiation, organizational skills and attention to detail.
• Strong analytical skills.
• Proficient in Excel, PowerPoint, Word etc.

Comprehensive employment reference checks will be conducted