Vacancy title:
Call Centre Officer (Customer Services)

[Type: FULL_TIME, Industry: Health Care, Category: Healthcare, Customer Service, Admin & Office]

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

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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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