职位 Guest Services Executive 客服专员
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Guest Services Executive 客服专员
  • 工作经验 : 1-3 年
  • 工作性质 : 全职
  • 最低学历 : 大专
  • 招聘人数 : 2
  • 语言要求 : 英语良好
  • 发布日期 : 2017-01-17
岗位描述

1、了解患者、家庭和游客对医院的服务需求,并介绍我们的服务、费用及设施。

Acquaint patients, families and visitors with Hospital services. Presentation of our services, fees and orientation of facilities.

2、完成服务病人的服务目标对病人进行问候;为病人解释服务,促进医院及其服务;通过很多方式与患者交流,可以通过电话,电子,或面对面,一切跟上北京明德国际医院为了尊享医疗的宗旨,处理和解决客户投诉,记录客户的抱怨;记录详细的信息查询,评论,和投诉以及采取回应行动的细节。Accomplishes customer service patient service objectives by greeting patients; explaining services to patients; promoting the hospital and its services; interacting with patients with any issue, either by telephone, electronically, or face to face; keeping up to date with all things OASIS International Hospital in order to best inform patients; handling and resolving customer complaints; keeping records of customer interactions; recording details of inquiries, comments, and complaints as well as details of actions taken in response.

3、重视来自顾客和员工提出的要求及建议(面对面、电话和电子邮件),并建立一个电子邮件和电话CS投诉热线,赞美,查询,价格检查,旅游预约。Take care of incoming inquiries (face-to-face, phone and email) from customers and staff; Set up an email and phone CS hotline for complaints, compliments, inquiries, price checks, and tour appointments.

4、 更新我们的服务、费用和设施。

Update presentation of our services, fees and orientation of our facilities

5、 为提供医院当前的病人或潜在的患者/家属带路,做好一个好向导。

Provide tours of the hospital to current and potential patients/families

6、 为客户提供最直接最需要的服务 (护送病人到他们需要的科室)。

Provide logistic support in service delivery to customers (escort patients to their clinics).

7、迎接所有入口医院的客户并为他们提供帮助。

Greet all customers upon entrance to the hospital and offer assistance

8、 组织实施医院有关:娱乐(报纸、杂志)和医院的小册子的发放和宣传。

Organize clinic entertainment (newspapers, magazines) and hospital brochures

9、 当病人要求注册的电子病历备份时,协助主要前台接待。

Assist main reception team with registering patients when backup is needed

10、能够掌握基本保险计费和保险培训

Ability to understand basic insurance inquiries by participating in billing and insurance trainings

11、收集病人满意度数据、更新消费者投诉和反馈。

Collect patient satisfaction data and update complaints and consumer feedback register.

12、向CS经理汇报任何非常规问题。

Report any non-routine problems to CS Manager.

岗位要求

1、With computer savvy (MS Outlook, Word, Excel, etc.); 

2、 experience in call centers, assistance companies and/or hospitality industry an advantage; 

3、overseas exposure an advantage; enthusiastic;

4、planning and organization ability; team-worker; 

5、enthusiastic towards people who need help; 

6、able to thrive in high stress situations