CALL CENTRE OFFICER – CUSTOMER SERVICES
Job Purpose
The Call Centre Officer will serve as a key point of contact for customers and patients, providing timely, accurate, courteous, and professional assistance through telephone and other approved communication channels.
Key Responsibilities
- Receive and respond to customer and patient enquiries.
- Provide accurate information about services, appointments, operating procedures, and other relevant matters.
- Schedule, confirm, reschedule, or cancel appointments as required.
- Handle customer complaints and concerns professionally.
- Escalate complex or sensitive issues to the appropriate department.
- Make follow-up calls to patients and customers where required.
- Maintain accurate records of calls, enquiries, complaints, and resolutions.
- Protect customer and patient confidentiality.
- Meet established service-quality and response-time standards.
- Follow approved call-handling scripts, procedures, and escalation protocols.
- Coordinate with clinical, administrative, and customer-service teams.
- Contribute to improving the overall patient/customer experience.
Qualifications & Skills
- Certificate, Diploma, or Bachelor's degree in Customer Service, Business Administration, Communications, Healthcare Administration, or a related field is an advantage.
- Previous call centre, healthcare, reception, or customer-service experience is desirable.
- Excellent telephone etiquette and communication skills.
- Strong listening and problem-solving abilities.
- Patient, empathetic, and customer-focused.
- Computer literate with good data-entry skills.
- Ability to work under pressure and handle difficult situations professionally.
Vacancy title:
Call Centre Officer (Customer Services)
Jobs at:
Kampala Independent Hospital
Deadline of this Job:
Tuesday, September 8 2026
Duty Station:
Kampala | Kampala
Summary
Date Posted: Tuesday, August 25 2026, Base Salary: Not Disclosed
JOB DETAILS:
CALL CENTRE OFFICER – CUSTOMER SERVICES
Job Purpose
The Call Centre Officer will serve as a key point of contact for customers and patients, providing timely, accurate, courteous, and professional assistance through telephone and other approved communication channels.
Key Responsibilities
- Receive and respond to customer and patient enquiries.
- Provide accurate information about services, appointments, operating procedures, and other relevant matters.
- Schedule, confirm, reschedule, or cancel appointments as required.
- Handle customer complaints and concerns professionally.
- Escalate complex or sensitive issues to the appropriate department.
- Make follow-up calls to patients and customers where required.
- Maintain accurate records of calls, enquiries, complaints, and resolutions.
- Protect customer and patient confidentiality.
- Meet established service-quality and response-time standards.
- Follow approved call-handling scripts, procedures, and escalation protocols.
- Coordinate with clinical, administrative, and customer-service teams.
- Contribute to improving the overall patient/customer experience.
Qualifications & Skills
- Certificate, Diploma, or Bachelor's degree in Customer Service, Business Administration, Communications, Healthcare Administration, or a related field is an advantage.
- Previous call centre, healthcare, reception, or customer-service experience is desirable.
- Excellent telephone etiquette and communication skills.
- Strong listening and problem-solving abilities.
- Patient, empathetic, and customer-focused.
- Computer literate with good data-entry skills.
- Ability to work under pressure and handle difficult situations professionally.
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
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