非工作时间服务专员
Out-of-Hours Service Agent
这是一个远程职位。
岗位概述
Out-of-Hours Service Agent 将在晚上、周末和节假日成为 Alpha24 的医疗专业人员和客户的第一联系人。此职位对于确保服务不间断、及时响应紧急请求以及高效协调临时用工需求至关重要。
职责要求
· 在非英国正常工作时间，及时处理来自客户和医疗专业人员的电话、消息和邮件。
- 准确且迅速地处理紧急班次预订、取消或修改。
- 根据客户需求和员工可用性协调并派遣合适的医疗人员。
- 将所有互动、班次变更和事件准确记录到系统中（例如 CRM、排班软件）。
- 将复杂或关键问题上报给指定的值班经理或内部团队。
- 在高压环境下保持冷静和专业，提供卓越的客户服务。
- 始终遵循 Alpha24 Healthcare 的标准操作程序和沟通协议。
要求
· 具有客户服务、调度或用工协调经验（优先考虑医疗或招聘领域）。
- 优秀的英语口语和书面沟通能力。
- 能够独立工作，在快节奏环境中做出明智决策并管理优先级。
- 熟悉 CRM 或排班软件（优选但非必需）。
- 熟练使用技术，拥有可靠的互联网和安静的家庭办公环境。
- 愿意在英国夜间、周末和公共假期工作。
优先条件
· 在英国医疗或 BPO 环境中的工作经验。
- 在人员管理、应急处理或值班服务协调方面的背景。
最初发布于 Himalayas
查看英文原文
This is a remote position.
Role SummaryThe Out-of-Hours Service Agent will serve as the first point of contact for Alpha24’s healthcare professionals and clients during evenings, weekends, and holidays. This role is crucial to ensuring uninterrupted service, timely responses to urgent requests, and efficient coordination of last-minute staffing needs.
Requirements
Key Responsibilities
· Respond promptly to inbound calls, messages, and emails from clients and healthcare professionals outside of regular UK business hours.
- Handle urgent shift bookings, cancellations, or amendments with accuracy and urgency.
- Coordinate and dispatch available healthcare staff based on client requirements and availability.
- Log all interactions, shift changes, and incidents accurately into the system (e.g. CRM, scheduling software).
- Escalate complex or critical issues to the designated on-call manager or internal team.
- Provide exceptional customer service while managing high-pressure situations calmly and professionally.
- Follow Alpha24 Healthcare’s standard operating procedures and communication protocols at all times.
Requirements
· Experience in customer service, dispatching, or staffing coordination (preferably within healthcare or recruitment).
- Excellent spoken and written English communication skills.
- Ability to work independently, make sound decisions, and manage priorities in a fast-paced environment.
- Familiarity with CRM or scheduling software (preferred but not required).
- Tech-savvy with reliable internet and a quiet work-from-home setup.
- Willingness to work UK night shifts, weekends, and public holidays.
Preferred Qualifications
· Prior experience in a UK-based healthcare or BPO setting.
- Background in workforce management, emergency handling, or on-call service coordination.
Originally posted on Himalayas