Introduction
We are seeking a dedicated Contact Center Agent to join the customer service team of a leading private hospital serving the Semarang and Yogyakarta regions. The successful candidate will act as the first point of contact for patients and their families, delivering accurate information, resolving inquiries, and upholding the hospital’s reputation for exceptional service. This role operates on a 24/7 shift schedule, ensuring that support is always available, even on holidays.
Responsibilities
- Answer inbound calls and handle outbound outreach in accordance with the hospital’s Standard Operating Procedures (SOP) and Service Excellence standards.
- Provide clear product and service information, troubleshoot patient concerns, and educate callers on hospital policies and procedures.
- Act as an attentive listener, identify the root cause of each issue, and deliver effective solutions or escalations to the appropriate department.
- Document every interaction meticulously, entering customer data accurately into the CRM system and maintaining up‑to‑date records.
- Maintain a courteous, friendly, and professional tone in all communications, reflecting the hospital’s brand values.
- Collaborate with team members and management to continuously improve call handling processes and achieve key performance indicators (KPIs) such as first‑call resolution and average handling time.
- Participate in regular training sessions, quality monitoring, and performance reviews to enhance language proficiency and technical skills.
- Adhere to shift schedules, including night, weekend, and holiday rotations, to guarantee uninterrupted service coverage.
Requirements
- Minimum education: D3/D4 (any major). Fresh graduates with a strong understanding of operational workflows are welcome.
- At least 1 year of experience in a contact‑center or customer‑service environment; prior experience in healthcare is a plus.
- Fluent Indonesian language skills with no regional dialect or accent; proficiency in English is highly valued.
- Excellent listening abilities, interpersonal communication, and complaint‑handling techniques.
- Strong technical aptitude: proficient in Microsoft Office and capable of fast, accurate typing.
- Professional appearance and demeanor: tidy, presentable, and communicative.
- Willingness to work a rotating shift schedule (24/7) including public holidays.
- Placement: Graha Intan, Yogyakarta – with occasional coordination with the Semarang hospital site.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid leave, including annual vacation, sick days, and statutory holidays.
- Opportunities for professional development, such as language courses, certification programs, and internal workshops.
- Employee assistance program (EAP) for personal and family support.
- Modern work environment with ergonomic workstations and a supportive team culture.
- Transportation allowance or reimbursement for commuting to Graha Intan.
- Recognition awards for outstanding service and customer satisfaction scores.
About the Company
The private hospital network headquartered in Semarang has built a reputation for delivering high‑quality medical care, cutting‑edge technology, and compassionate patient experiences. With a focus on continuous improvement, the organization invests heavily in staff training, state‑of‑the‑art facilities, and community outreach programs. The Contact Center serves as a vital communication hub, bridging patients, families, and medical professionals to ensure timely access to care. Joining this team means becoming part of a mission‑driven institution that values empathy, excellence, and teamwork.
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