Customer Support Agent/ Helpline Nurse @ Aga Khan Health Service, Pakistan

Job Summary

AKHS, P is looking for a dedicated Customer Support Agent/ Helpline Nurse for its Karachi Region.

The incumbent will be responsible to manage customer interactions and ensure a high level of customer satisfaction. The candidate will have excellent communication skills, a customer-oriented approach, and the ability to work in a fast-paced environment.

Role and Responsibilities:

• Respond to customer inquiries via helpline, phone, email, or WhatsApp chat.
• Provide accurate information about AKHSP services.
• Handle and resolve customer complaints regarding service issues, or billing disputes.
• Process orders, applications, and requests.
• Maintain records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with other departments to resolve customer issues.
• Provide feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Identify and escalate issues to supervisors or other relevant departments.
• Train and mentor other service staff.

 

Required Skills

Requirements:

• Graduate in any discipline
• At least one year of experience required preferably in proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.

“Due to urgency, this vacancy may be filled before the due date. Therefore, don’t wait for the deadline as the applications will be scrutinized/reviewed on rolling basis”

AKHS is committed to reducing our impact on climate and the environment and have set ourselves the goal of striving for net-zero carbon operations by 2030. All staff is expected to take part in making this a reality. The Customer Support Agent/Helpline Nurse accompanied with his/her Line Manager is also expected to identify and understand which aspects of his/her work have most impact on the environment, and define tasks, work, and personal goals within his/her work plan to reduce these impacts and bring AKHS closer to net zero.