The AUB/AUBMC Call Center has an opening for the position of Customer Service Agent in grade 6. Since this provides an opportunity for PROMOTION from within, kindly circulate this information and/or post it in your area of jurisdiction so that those interested and having the minimum qualifications may apply.

Respond to incoming calls at AUB and AUBMC, ensuring a client-centric approach to uphold a professional image and foster positive experiences. Manages appointment scheduling and messages distribution across all clinics and services within the medical center. Support the mission and vision of the American University of Beirut Medical Center (AUBMC) and that of the Department.

• BACC II.
• 0 - 2 years of experience preferably in customer service
• Minimum Languages: Arabic and English (IET >/= 450). Preferred Languages: French is an asset
• Proficiency in Microsoft Office and other related software as needed by the job.

Interested applicants are invited to register/login and complete the online application and apply to the vacancy prior to May 06 2025 on the following link: http://www1.aubmc.org.lb/hremp/

For Internal Applicants: In addition to the updated C.V., a letter of intent should be addressed to the Human Resources Department with a copy to the concerned Supervisor(s).

Within the framework of Lebanese Law, the American University of Beirut is an equal opportunity employer.

Respond to incoming calls at AUB and AUBMC, ensuring a client-centric approach to uphold a professional image and foster positive experiences. Manages appointment scheduling and messages distribution across all clinics and services within the medical center. Support the mission and vision of the American University of Beirut Medical Center (AUBMC) and that of the Department.

Tasks:

• Answer incoming calls following the service excellence standards using a predefined script in a professional, objective, warm, empathetic, positive, and responsive manner.
• Schedule, coordinate, and reschedule appointments as requested by the caller.
• Respond to emergency calls following established and preset procedures within a specified time frame.
• Create messages through Electronic Medical Record software related to outpatients requesting services from clinics or service departments.
• Make announcements on the Public Address System (PAS), as required, including activating emergency codes, fire announcements, or any approved announcements requested by the administration.
• Send messages to faculty/staff to inform them of calls, meetings, events, and emergency codes.
• Operate different services including room service, filing complaint documents, filling Long Distance Calls forms, and activating the MyChart Application.
• Perform other related duties as requested by the direct supervisor.

Achievement Orientation, Client Focus, Organizational Awareness, Initiative, Communication Skills, Safety and Health Management, Problem Solving, Team Skills, Planning and Organizing, Information and Records Administration, Professionalism, Applied Technology, Computer Skills, English Comprehension.

Knowledge:
Knowledge of customer service and customer satisfaction.
Knowledge of terminology related to call centers and operations.
Knowledge of Call Center policies and procedures.

Education:
Minimum Education: BAC II

Experience:
Minimum Experience: 0 - 2 years of experience preferably in customer service.

Languages:
Minimum Languages: Arabic and English (IET >/= 450).
Preferred Languages: French is an asset.

Computer Skills:
Proficiency in Microsoft Office and other related software as needed by the job.

Decisions may affect the productivity and customer satisfaction.

Works according to well-defined procedures.

 Reporting Channel:
1st Level: Call Center Manager
2nd Level: Director of Administrative and External Affairs

Supervisory Level:
None

Physical Effort:

Little or no Physical Effort

Work Schedule:

Shift Basis and/or On-Call

Working Conditions:

Normal