Call Centre/Helpline Officer at Deloitte
Call Centre/Helpline Officer at Deloitte Human Capital Consulting – Based in Abuja. The African Medical Centre of Excellence (AMCE), in partnership with King’s College Hospital London, is hiring experienced professionals to handle patient inquiries and appointment scheduling. This full-time role requires a minimum of 3 years’ experience in a customer service or healthcare call centre.
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Background & Job Description
The African Medical Centre of Excellence (AMCE) in Abuja, developed by Afreximbank in partnership with King’s College Hospital London, is set to become a world-class multi-specialty medical facility. It will deliver top-tier services in oncology, cardiovascular care, haematology, and general healthcare, and is expected to begin operations in early 2025.
As part of its recruitment drive, AMCE is seeking a Call Centre/Helpline Officer to serve as the first point of contact for patients, clients, and stakeholders via telephone and digital channels. The officer will play a central role in managing inquiries, booking appointments, and supporting emergency helpline operations, ensuring the highest level of customer service.
The role is offered through Deloitte Human Capital Consulting, and the successful candidate will work full-time at the Abuja-based facility.
Tasks
- Respond to incoming calls and digital inquiries professionally and promptly
- Provide accurate information on services and assist with appointment bookings
- Record and manage patient and client interactions using the call management system
- Coordinate with internal departments to schedule, confirm, or reschedule appointments
- Support emergency calls and liaise with emergency response teams as required
- Ensure patient data is managed in compliance with data protection standards
- Generate performance reports and contribute feedback for service improvements
- Follow communication scripts and protocols to maintain service quality
Call Centre/Helpline Officer at Deloitte
Qualifications
Education and Certification
- Minimum of HND or Diploma in Mass Communication, Healthcare Administration, or a related field
- Training or certification in Customer Service or Call Centre Operations is desirable
Experience
- At least 3 years of experience in a call centre or customer service role
- Previous experience in a healthcare environment is preferred
- Familiarity with healthcare systems and basic medical terminology is a plus
Additional Information
- Location: Abuja, Nigeria
- Employment Type: Full-time
- Service Line: Deloitte Human Capital Consulting
- Application Deadline: Friday, February 21, 2025
- Diversity Statement: AMCE Abuja supports equal opportunity and encourages applications from all qualified candidates, regardless of background or identity.
Skills & Competencies
- Excellent verbal and written communication
- Strong organizational and multitasking abilities
- Professionalism, empathy, and attention to detail
- Knowledge of data privacy and confidentiality protocols
- Ability to work well under pressure, especially in emergency call situations
- Proficiency in call centre software, CRM systems, and MS Office tools
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