CUSTOMER SERVICE ASSISTANT

Description

Job Summary: Provide receptive telephone and in-person customer service, supporting clients with appointment scheduling and clarifying questions through humane and efficient service. Key Highlights: 1. Friendly telephone and in-person customer service 2. Scheduling, rescheduling, and cancellation of appointments and examinations 3. Support and guidance regarding preparation for examinations and procedures Perform receptive telephone and in-person customer service, supporting clients with scheduling medical appointments and examinations, clarifying questions about the process, and ensuring humane, efficient, and quality-compliant service aligned with institutional standards and protocols. **Responsibilities and Duties** * Answer incoming telephone calls and provide in-person service at the Scheduling Center, clearly and courteously identifying customer needs. * Schedule, reschedule, and cancel appointments and examinations according to system rules and availability. * Provide information regarding examination preparation, medical specialties, healthcare professionals, appointment times, service locations, and general scheduling process guidance. * Accurately verify and record customer data in the system, ensuring information accuracy and up-to-dateness. * Follow established call scripts, service protocols, internal policies, and institutional quality guidelines. * Meet individual performance targets (e.g., number of calls handled, average handling time) and contribute to the Scheduling Center’s key performance indicators (e.g., average handling time, average speed of answer, abandonment rate, resolution rate). Assist with ServiceDesk (Agidesk) tickets when no telephone calls are pending. * **Requirements and Qualifications** * Strong verbal and written communication skills. * Ability to interact with customers empathetically and professionally. * Prior experience in customer-facing roles is desirable. **Additional Information** ***Benefits:*** Meal Allowance or Meal Voucher Transportation Allowance or Fuel Voucher Corporate University Health and Dental Plans with no monthly fee for the employee Annual bonus based on goal achievement GymPass Attendance Bonus Life Insurance **Working Hours:** 08:00 to 17:48 \- Monday to Friday. We are a strong, experienced group driven by health. The DC Group is a platform of independent brands and services united by a shared purpose: **providing health solutions for people.** **STRENGTH. HEALTH. EXPERTISE.** These three pillars guide our actions, enabling our companies to grow and stand out increasingly within their respective fields. With ethics, social commitment, and continuous improvement, we promote quality of life, facilitate and simplify access to healthcare, and innovate in managing our processes and services. **We are the DC Group, and here, we breathe health.**