Call Center Jobs - Dubai UAE

<p>CALL CENTER AGENT</p> <p>Turn every customer interaction into a positive experience.</p> <p>A customer-focused organization is looking for a professional and energetic Call Center Agent to handle customer inquiries, provide support, and maintain excellent communication standards. This opportunity is suitable for individuals who enjoy speaking with people, solving problems, and building a career in customer service. Freshers are encouraged to apply, while previous call center experience is an advantage.</p> <p>Your Responsibilities<br /> Handle incoming and outgoing customer calls professionally<br /> Respond to customer inquiries and provide accurate information<br /> Assist customers with requests, complaints, and service-related issues<br /> Maintain customer records and update information when required<br /> Follow up with customers to ensure satisfaction<br /> Provide clear explanations about products or services<br /> Escalate complex issues to the relevant department<br /> Maintain call quality and meet service standards<br /> What You&#8217;ll Need<br /> Freshers are welcome to apply<br /> Excellent communication and active listening skills<br /> Professional and friendly telephone manner<br /> Basic computer knowledge and data entry skills<br /> Ability to handle pressure and manage multiple calls<br /> Positive attitude with willingness to learn<br /> Why Apply?<br /> Competitive salary package<br /> Visa provided as per UAE Labor Law<br /> Medical insurance and additional company benefits<br /> Career growth opportunities<br /> Professional and supportive working environment<br /> Application Details</p> <p>Position: Call Center Agent<br /> Employment Type: Full-Time<br /> Location: UAE</p> <p>Submit your CV to: +971542852378<br /> Only shortlisted candidates will be contacted for the interview process.</p>

<p>Call Center Agent</p> <p>We are seeking a professional and customer-focused Call Center Agent to handle inbound and outbound calls, provide accurate information, and ensure excellent customer service. The ideal candidate should have strong communication skills, patience, and the ability to handle customer inquiries efficiently in a fast-paced environment.</p> <p>Key Responsibilities:<br /> Handle inbound and outbound customer calls professionally and efficiently.<br /> Provide accurate information about products, services, and company policies.<br /> Resolve customer inquiries, complaints, and issues in a timely manner.<br /> Record customer interactions and maintain detailed call logs.<br /> Follow up with customers to ensure issue resolution and satisfaction.<br /> Escalate complex issues to the relevant departments when necessary.<br /> Meet daily, weekly, and monthly call targets and performance KPIs.<br /> Maintain a high level of customer service and professionalism at all times.<br /> Update customer databases with accurate and relevant information.<br /> Follow company scripts, procedures, and communication guidelines.<br /> Requirements:<br /> High school diploma or Bachelor’s degree in any field.<br /> Previous experience in a call center or customer service role is preferred.<br /> Excellent verbal communication and listening skills.<br /> Strong problem-solving and interpersonal skills.<br /> Ability to work under pressure and handle high call volumes.<br /> Basic computer skills and proficiency in Microsoft Office.<br /> Good telephone etiquette and customer service attitude.<br /> Ability to work in shifts if required.<br /> Benefits:<br /> Competitive salary package.<br /> Visa and other benefits as per UAE Labour Law.<br /> Career growth and training opportunities.<br /> Supportive and professional work environment.</p> <p>Interested candidates should email their CV to:hr.aljamal.advertising@gmail.com</p>

<p>Call Center Agent</p> <p>We are seeking a professional and customer-focused Call Center Agent to handle inbound and outbound calls, provide accurate information, and ensure excellent customer service. The ideal candidate should have strong communication skills, patience, and the ability to handle customer inquiries efficiently in a fast-paced environment.</p> <p>Key Responsibilities:<br /> Handle inbound and outbound customer calls professionally and efficiently.<br /> Provide accurate information about products, services, and company policies.<br /> Resolve customer inquiries, complaints, and issues in a timely manner.<br /> Record customer interactions and maintain detailed call logs.<br /> Follow up with customers to ensure issue resolution and satisfaction.<br /> Escalate complex issues to the relevant departments when necessary.<br /> Meet daily, weekly, and monthly call targets and performance KPIs.<br /> Maintain a high level of customer service and professionalism at all times.<br /> Update customer databases with accurate and relevant information.<br /> Follow company scripts, procedures, and communication guidelines.<br /> Requirements:<br /> High school diploma or Bachelor’s degree in any field.<br /> Previous experience in a call center or customer service role is preferred.<br /> Excellent verbal communication and listening skills.<br /> Strong problem-solving and interpersonal skills.<br /> Ability to work under pressure and handle high call volumes.<br /> Basic computer skills and proficiency in Microsoft Office.<br /> Good telephone etiquette and customer service attitude.<br /> Ability to work in shifts if required.<br /> Benefits:<br /> Competitive salary package.<br /> Visa and other benefits as per UAE Labour Law.<br /> Career growth and training opportunities.<br /> Supportive and professional work environment.</p> <p>Interested candidates should email their CV to:hr.aljamal.advertising@gmail.com</p>

Candidates should have strong spoken & written communication skills in both Arabic & English Ability to handle calls, chats and emails in a professional manner. Follow up on open cases and see them to closures. Escalate necessary cases to respective teams as and when needed. Willingness to work in shifts as this will be 24 * 7 operations. Minimum 2 year call center experience needed out of which 1 year should be local experience. Should have graduation in business management as minimum educational qualification. Candidates who are available to start immediately will be considered. Job location - Dubai, UAESalary - 3,500 AED Per Month.

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><p><strong>Position:</strong>&nbsp;Call Center Agent<br><strong>Department:</strong>&nbsp;Customer Service / Contact Center<br><strong>Location:</strong>&nbsp;United Arab Emirates</p><p><strong>Job Summary:</strong><br>The Call Center Agent will be responsible for handling customer interactions through phone, email, and chat channels while delivering an exceptional customer experience. The role includes managing customer inquiries, complaints, troubleshooting requests, and service-related cases in line with company policies and service standards.</p><p><strong>Key Responsibilities:</strong></p><ul><li><p>Handle inbound and outbound customer interactions via phone, email, and chat.</p></li><li><p>Provide accurate information regarding products, services, warranties, repairs, and deliveries.</p></li><li><p>Resolve customer complaints and escalations professionally and efficiently.</p></li><li><p>Accurately document customer interactions in the CRM system.</p></li><li><p>Coordinate with internal teams to ensure timely case resolution.</p></li><li><p>Meet performance targets related to quality, productivity, attendance, and customer satisfaction.</p></li><li><p>Identify opportunities to improve customer experience and escalate recurring issues when necessary.</p></li></ul></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><p><strong>Required Qualifications:</strong></p><ul><li><p>High school diploma or equivalent qualification.</p></li><li><p>Previous experience in a call center or customer service environment is preferred.</p></li><li><p>Excellent verbal and written communication skills in English.</p></li><li><p>Arabic language proficiency is considered an advantage.</p></li><li><p>Strong problem-solving and conflict-resolution skills.</p></li><li><p>Ability to work effectively in a fast-paced environment.</p></li><li><p>Good computer skills and familiarity with CRM systems and Microsoft Office applications.</p></li></ul><p><strong>Preferred Experience:</strong></p><ul><li><p>Experience in customer service for premium consumer products or technical support environments.</p></li><li><p>Experience handling customer complaints and escalations.</p></li><li><p>Experience working with multiple communication channels, including voice, email, and chat support.</p></li></ul><p><strong>Working Schedule:</strong></p><ul><li><p>8 working hours per day.</p></li><li><p>6 working days per week with 1 day off.</p></li></ul><p><strong>Compensation:</strong></p><ul><li><p>Monthly salary budget: AED 5,000.</p></li><li><p>Additional benefits will be provided in accordance with UAE labor law and company policy.</p></li></ul><p></p></section>

Job description:Assist customers with inquiries, complaints, and requests through chat, calls and emails. Handle inbound and/or outbound calls in a professional and courteous manner. Ensure high-quality service delivery while meeting defined performance metrics. Troubleshoot basic technical issues related to the application. Previous customer service or call center experience is a must.

Job description:Assist customers with inquiries, complaints, and requests through chat, calls and emails. Handle inbound and/or outbound calls in a professional and courteous manner. Ensure high-quality service delivery while meeting defined performance metrics. Troubleshoot basic technical issues related to the application. Previous customer service or call center experience is a must.

Job description:Assist customers with inquiries, complaints, and requests through chat, calls and emails. Handle inbound and/or outbound calls in a professional and courteous manner. Ensure high-quality service delivery while meeting defined performance metrics. Troubleshoot basic technical issues related to the application. Previous customer service or call center experience is a must.

Job description:Assist customers with inquiries, complaints, and requests through chat, calls and emails. Handle inbound and/or outbound calls in a professional and courteous manner. Ensure high-quality service delivery while meeting defined performance metrics. Troubleshoot basic technical issues related to the application. Previous customer service or call center experience is a must.

Job Title: Reception and Call Center Supervisor Job Location: Dubai, UAEIndustry: Corporate Work Schedule: 5 days a week, weekends off (flexibility is expected)<br>Candidates from hotel background is highly preferred and must be available to join immediately.<br>Requirements Minimum of 4 years’ experience in hospitality or similar customer service role in the UAEAbility to lead, train and supervise a team Excellent verbal and written communication skills in English, knowledge of additional foreign languages will be an advantage Excellent communication and interpersonal skills, and knowledge of telephone etiquette Customer-oriented mindset and adaptability to different personality types Ability to multi-task, set priorities, and manage time effectively Excellent active listening and problem-solving skills

Job Title: Reception and Call Center Supervisor Job Location: Dubai, UAEIndustry: Corporate Work Schedule: 5 days a week, weekends off (flexibility is expected)<br>Candidates from hotel background is highly preferred and must be available to join immediately.<br>Requirements Minimum of 4 years’ experience in hospitality or similar customer service role in the UAEAbility to lead, train and supervise a team Excellent verbal and written communication skills in English, knowledge of additional foreign languages will be an advantage Excellent communication and interpersonal skills, and knowledge of telephone etiquette Customer-oriented mindset and adaptability to different personality types Ability to multi-task, set priorities, and manage time effectively Excellent active listening and problem-solving skills

<p>A reputable company is seeking a dedicated Call Center Agent to handle customer inquiries, provide professional support, and ensure excellent customer service experiences. Freshers with strong communication skills are welcome to apply.</p> <p>Responsibilities</p> <p>Handle incoming and outgoing customer calls<br /> Provide accurate information about products and services<br /> Resolve customer concerns in a professional manner<br /> Record customer interactions and update systems<br /> Follow call handling procedures and quality standards<br /> Achieve assigned customer service targets</p> <p>Benefits</p> <p>Visa provided as per UAE Labor Law<br /> Medical insurance<br /> Career growth opportunities</p> <p>Location: Dubai, UAE<br /> Job Type: Full-Time</p> <p>Apply Now</p> <p>Email: navyaverma.hr@gmail.com<br /> Only shortlisted candidates will be contacted.</p>

<ul><li>Handle inbound and outbound calls while maintaining a professional demeanor and positive attitude to ensure customer satisfaction.</li><li>Utilize active listening skills to accurately assess customer needs and provide tailored solutions, enhancing the customer experience.</li><li>Document customer interactions in detail using CRM software, ensuring accurate records for future reference and follow-up.</li><li>Resolve customer complaints efficiently by identifying the root cause and providing effective solutions, thus improving retention rates.</li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li><p>High school diploma or equivalent; a degree in communications or business is a plus.</p></li><li><p>0-3 years of experience in a customer service or call center environment preferred, showcasing relevant skills.</p></li><li><p>Fluency in English is mandatory, with proficiency in additional languages being highly beneficial for diverse customer interactions.</p></li><li><p>Familiarity with CRM systems and technology tools to effectively manage customer interactions and data.</p></li></ul>

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ol><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls</p><ol><li><p>Maintaining the departmental KPI</p></li><li><p>Preparing the departmental duty roster as per the operational requirement</p></li><li><p>Liaison with the supervisor and the HOD to improve the KPI and customer service</p></li><li><p>Responsible for attending to all the incoming patient calls promptly, without delay as per the guidelines.</p></li><li><p>Maintains a record of any information or message received from the caller and communicates effectively to the concerned department/person</p></li><li><p>Maintains clarity in communication and pleasant tone of voice at all times</p></li><li><p>Well versed with the call center processes of call hold, call transfer, message receipt, call back etc as per specified guidelines</p></li><li><p>Assisting the caller in the best way possible and creating a good impression&nbsp;</p></li><li><p>Responsible for first call resolution to achieve the utmost patient satisfaction.</p></li><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended to</p></li><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services&nbsp;</p></li><li><p>Responsible for collecting and maintaining feedback regarding the service and communicating effectively with the concerned department, regarding any complaints received from patients&nbsp;</p></li><li><p>Responsible to handle difficult/irate callers with calmness in a professional manner and escalate to the concerned department when needed</p></li><li><p>To multitask and manage the call volumes as per the call flow to maintain the KPI within the standards</p></li><li><p>To contribute to improving the departmental performance through the various tasks/projects that may be assigned</p></li><li><p>To promote the services of the hospital to patients who would be looking for it</p></li><li><p>To follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department</p></li><li><p>Strictly adheres to organization’s regulations and policies especially those related to infection control, patient safety, JCI.</p></li><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.&nbsp;</p></li><li><p>Participates and contributes to scheduled in-service training programs.&nbsp;</p></li><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.</p></li><li><p>Maintains confidentiality as per the agreement signed.</p></li><li><p>Demonstrates the ability to listen to others in promoting effective communication.</p></li><li><p>Develops thorough understanding of policies and procedures of the hospital and&nbsp; Demonstrates respect for them.</p></li><li><p>Carries out other duties when requested by the Head of department.</p></li></ol></li></ol></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ol><li><p>Preferably a college graduate in any discipline.</p><ol><li><p>Minimum 2-year experience as a call center agent in a patient focused environment and operation of multi-line switchboard system.</p></li><li><p>Proficient technology application skills; Basic MS Office (Word, Excel, &amp; Power point) MS Outlook &amp; Internet explorer skills.</p></li><li><p>Must have an exceptional interpersonal skill, maturity, good judgment and be capable of communicating in a professional manner with diverse range of individuals, superior telephone etiquette skills</p></li><li><p>Patient focused; service oriented; patient &amp; understanding.</p></li><li><p>Efficient organizational skills; ability to handle multiple responsibilities under pressure while maintaining composure</p></li><li><p>Reliable, punctual, dependable, and responsive.</p></li><li><p>Excellent command of oral and written English. Arabic language advantageous/desirable but not essential.</p></li></ol></li></ol><p></p></section>

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ul><li>Provide exceptional customer service by actively listening to inquiries and delivering accurate information tailored to each customer's needs.</li><li>Resolve customer complaints effectively by employing conflict resolution techniques and ensuring customer satisfaction.</li><li>Utilize CRM software to log interactions and maintain customer records, ensuring data accuracy and confidentiality.</li><li>Follow up with customers after issue resolution to ensure their concerns have been fully addressed and to foster positive relationships.</li></ul></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li>High school diploma or equivalent; a degree in communication or business is a plus for enhanced understanding of customer needs.</li><li>At least 1-2 years of experience in a customer service or call center environment, demonstrating a proven track record of success.</li><li>Language proficiency in English is required; additional languages such as Spanish or Mandarin are highly desirable to cater to a diverse clientele.</li><li>Familiarity with CRM software and Microsoft Office Suite to ensure efficient data handling and communication.</li></ul><p></p></section>

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ul><li><p>Handle a high volume of inbound and outbound calls, providing exceptional customer service and resolving issues efficiently.</p></li><li><p>Provide accurate and detailed information to customers regarding products, services, and policies, ensuring clarity and understanding.</p></li><li><p>Troubleshoot technical issues and guide customers through problem-solving steps, offering practical and effective solutions.</p></li></ul></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li><p>Bachelor's degree or Diploma in Business Administration, Customer Service, or a related field.</p></li><li><p>Minimum 2 years of experience in a call center or customer service role, preferably in the UAE.</p></li><li><p>Experience in Facility Management, Property Management, or Maintenance services.</p></li><li><p>Fluency in <strong>Arabic and English</strong> (spoken and written).</p></li><li><p>Proficiency in Microsoft Office applications.</p></li><li><p>Experience using CRM or CAFM systems is preferred.</p></li></ul><ul><li><p>Excellent verbal and written communication skills.</p></li><li><p>Strong customer service and interpersonal skills.</p></li><li><p>Ability to handle difficult customers professionally and calmly.</p></li><li><p>Strong problem-solving and decision-making abilities.</p></li><li><p>Good organizational and multitasking skills.</p></li><li><p>Ability to work under pressure in a fast-paced environment.</p></li></ul><p>Flexible to work shifts, weekends, and public holidays if required.</p><p></p></section>

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ul><li>Handle inbound and outbound calls, ensuring clarity and professionalism in every interaction to foster positive customer relationships.</li><li>Resolve customer inquiries and complaints efficiently, using problem-solving skills to provide tailored solutions that enhance customer satisfaction.</li><li>Document all customer interactions accurately in the CRM system, maintaining detailed records to facilitate follow-up and continuous service improvement.</li><li>Utilize active listening techniques to fully understand customer needs, demonstrating empathy and patience throughout the conversation.</li><li>Collaborate with team members and other departments to address complex issues, ensuring a seamless experience for customers.</li><li>Stay updated on product knowledge and service changes to provide accurate information, establishing credibility with customers.</li><li>Conduct customer surveys and gather feedback to identify trends and areas for improvement, contributing to the overall service strategy.</li><li>Adhere to company policies and regulatory requirements during all customer interactions, ensuring compliance and risk management.</li><li>Participate in ongoing training and development programs to enhance skills and stay informed about industry best practices.</li><li>Meet and exceed call handling metrics, including average response time and customer satisfaction scores, to contribute to team goals.</li></ul><br></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li>High school diploma or equivalent required; further education in communications or business preferred.</li><li>Minimum of 1-2 years of experience in a customer service or call center environment, showcasing a proven track record.</li><li>Experience in the telecommunications or retail industries is a plus, providing context to customer interactions.</li><li>Fluency in English is mandatory; proficiency in additional languages such as Spanish or Mandarin is highly desirable.</li><li>Excellent verbal and written communication skills, demonstrating the ability to convey information clearly and effectively.</li><li>Excellent typing skills &amp; Microsoft Skills.</li></ul><br><p></p></section>

Position Description:Provides telephonic scheduling for patients calling with one of the many services of the American Hospital Dubai. Coordinates the booking of appointments to optimise clinic function. Supports the successful achievements of the Clinic Operations strategic goals. Executes the scope of services of each Clinic represented and will aid in directing the patients to the most proper clinic for their specific needs. <br>Position Responsibility:Answers phone calls politely and cordially. Maintains proper telephone etiquette. Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints. Prioritises tasks, ensuring effective functioning of the area. Follows the chain of command in reporting incidents or concerns. Prioritises workload and completes correspondence on time. Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients' queries. Promotes incident, and customer complaint reporting to improve patient and family care. Provides patients with a brief history of physicians' accreditations and areas of speciality and other data which is relevant to the appointment type. Enters, modifies, or updates patient information, upon calling, in the i Connect system according to established criteria. Transfers call to the Call Centre Nurses when appropriate. Does not answer any medical/nursing-related questions or give medical/nursing advice. Schedules and books appointments as requested appropriately into i Connect and follows the clinic's guidelines in the booking process. Confirms appointments through SMS and/or phone calls as per policy. Transfer to a different physician, cancel or reschedule patients' appointments as per policy. Ensures charts are made available in the clinics at the appointment time by ordering them online from Medical Records or calling Medical Records if necessary. Informs walk-in patients telephonically regarding waiting time. Places a remark on "Scheduler Note". For example, patients are informed regarding waiting time. Informs new customers to arrive 15 minutes before appointment time and to bring an identification card and insurance card according to the clinic's guidelines. Completes electronic telephone message form and emails it to the correct clinic with necessary details intact. Sends SMS messages are sent out before 10:00 a.m. for the next day's appointments. Follows-up calls are placed to those patients who have not confirmed their appointment times via SMS. Maintains current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions. Overbooks physicians according to clinic-defined standards. Ensures that all departmental reports and audit tools are compiled and completed timely and accurate manner. Assists in the orientation of new staff members to the Call Centre. Facilitates efficient Call Centre function by consulting and communicating with all co-workers. Maintains complete product knowledge at all times of all hospital features/services/prices/packages and hours of operations. Ensures that the place of work and the surrounding area are kept clean and organised at all times. Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.<br>Position Qualification:High School Graduate<br>PROFESSIONAL EXPERIENCE:Knowledge of customer service principles. Knowledge of basic computer literacy. Knowledge of adequate medical terminology. Knowledge of medical terminology or prior exposure to a medical environment. Knowledge of operator or call centre procedures is preferable. Skills in verbal and written communication in both English and Arabic. Ability to demonstrate computer literacy and work efficiently with digital tools.

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><p>You will be the first point of contact for our patients, providing them with exceptional customer service and support.&nbsp; Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.&nbsp;</p><p>Answering incoming calls, managing multiple lines simultaneously, and help patients with various tasks. Those may include scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.&nbsp;</p><p>Responsibilities</p><ul><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls&nbsp;</p></li></ul><ul><li><p>Maintaining the departmental KPI’s.&nbsp;</p></li></ul><ul><li><p>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.&nbsp;</p></li></ul><ul><li><p>Responsible for attending to all the incoming patient calls promptly, without delay.&nbsp;</p></li></ul><ul><li><p>Ensures call backs are completed in a timely manner.&nbsp;</p></li></ul><ul><li><p>Maintains clarity in communication and pleasant tone of voice at all times.&nbsp;</p></li></ul><ul><li><p>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.&nbsp;</p></li></ul><ul><li><p>Assists the patient in the best way possible and creating a good impression&nbsp;&nbsp;</p></li></ul><ul><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.&nbsp;</p></li></ul><ul><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.&nbsp;</p></li></ul><ul><li><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.&nbsp;</p></li></ul><ul><li><p>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.&nbsp;</p></li></ul><ul><li><p>Multitask and manage the call volumes as per the call process flow.&nbsp;</p></li></ul><ul><li><p>Promote the services of the hospital to patients.&nbsp;</p></li></ul><ul><li><p>Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department&nbsp;</p></li></ul><ul><li><p>Strictly adheres to NMC’s regulations and policies especially those related to infection control,&nbsp; patient safety &amp; JCI.&nbsp;</p></li></ul><ul><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.&nbsp;&nbsp;</p></li></ul><ul><li><p>Participates and contributes to scheduled in-house training programs.&nbsp;&nbsp;</p></li></ul><ul><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.&nbsp;</p></li></ul><ul><li><p>Maintains patient &amp; staff confidentiality.&nbsp;</p></li></ul><ul><li><p>Demonstrates the ability to listen to others in promoting effective communication.&nbsp;</p></li></ul><ul><li><p>Appointment management including no shows, confirmation, cancellation &amp; rescheduling.&nbsp;</p></li></ul><ul><li><p>Doctors calendar creation and updating &amp; maintaining doctors notes.&nbsp;</p></li></ul><ul><li><p>Maintaining the duty change as per the unit protocol.&nbsp;</p></li></ul><ul><li><p>Monitor employee scheduling of the department to ensure operational coverage.&nbsp;</p></li></ul><ul><li><p>Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.&nbsp;</p></li></ul><ul><li><p>Supervise work outputs related to appointment scheduling, patient registration, medical insurance &amp; billing.&nbsp;</p></li></ul><ul><li><p>Provide training and mentorship to team members to ensure quality standards and service delivery.&nbsp;</p></li></ul><ul><li><p>Continuously maintain an enabling environment where you can develop and grow your team.&nbsp;</p></li></ul><ul><li><p>Orientate new joiners and sign of probation periods.&nbsp;</p></li></ul><ul><li><p>Ensure professional conduct and discipline within the team is followed.&nbsp;</p></li></ul><ul><li><p>Provide support in the recruitment and selection process of team members.&nbsp;</p></li></ul><ul><li><p>Monitor employee scheduling of the department to ensure operational coverage.&nbsp;</p></li></ul><ul><li><p>Support and monitor cost management initiatives.&nbsp;</p></li></ul><ul><li><p>Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.&nbsp;</p></li></ul><ul><li><p>Support staff engagement initiatives.&nbsp;</p></li></ul><ul><li><p>Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.&nbsp;</p></li></ul><ul><li><p>Complete yearly appraisals and coach &amp; developing the team.&nbsp;</p></li></ul><ul><li><p>Maintain quality service by ensuring quality customer service standards, identifying trends &amp; recommending process improvements.&nbsp;&nbsp;</p></li></ul><ul><li><p>Complaint management &amp; process improvements linked to overall patient experience.&nbsp;</p></li></ul><ul><li><p>Participates in Hospital training programs.&nbsp;</p></li></ul><ul><li><p>Prepare and maintain daily and monthly reports on cancellations, abandoned calls &amp; KPI’s.&nbsp;</p></li></ul><ul><li><p>Manage and update appointments on the NMC website / Okadoc, including doctor’s profile updates and appointment slots.&nbsp;</p></li></ul><ul><li><p>Review and verify doctor’s schedules daily.&nbsp;</p></li></ul><ul><li><p>Perform agent call audits and provide counselling to staff for performance improvement.&nbsp;</p></li></ul><ul><li><p>To create and continuously maintain an enabling environment where people can develop and grow.&nbsp;&nbsp;&nbsp;</p></li></ul><ul><li><p>To ensure that performance management contracts are in place for the team.&nbsp;&nbsp;</p></li></ul><ul><li><p>Conduct and document bi-annual performance conversations&nbsp; .&nbsp;</p></li></ul><ul><li><p>Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.&nbsp;&nbsp;</p></li></ul><ul><li><p>Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.&nbsp;</p></li></ul><ul><li><p>Monitor the quality of onboarding for new employees;&nbsp; new employees are orientated and probation periods are signed off&nbsp; .&nbsp;</p></li></ul><ul><li><p>Maintain professional conduct and discipline within the team.&nbsp;&nbsp;</p></li></ul><ul><li><p>Work closely with the recruitment team to recruit and select competent employees .&nbsp;</p></li></ul><ul><li><p>Monitor employee scheduling of the department to ensure sufficient operational coverage.&nbsp;</p></li></ul></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li><p>Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.&nbsp;</p></li></ul><ul><li><p>3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage&nbsp;</p></li></ul><p></p></section>

<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><p>You will be the first point of contact for our patients, providing them with exceptional customer service and support.&nbsp; Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.&nbsp;</p><p>Answering incoming calls, managing multiple lines simultaneously, and help patients with various tasks. Those may include scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel.&nbsp;</p><p>Responsibilities</p><ul><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls&nbsp;</p></li></ul><ul><li><p>Maintaining the departmental KPI’s.&nbsp;</p></li></ul><ul><li><p>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.&nbsp;</p></li></ul><ul><li><p>Responsible for attending to all the incoming patient calls promptly, without delay.&nbsp;</p></li></ul><ul><li><p>Ensures call backs are completed in a timely manner.&nbsp;</p></li></ul><ul><li><p>Maintains clarity in communication and pleasant tone of voice at all times.&nbsp;</p></li></ul><ul><li><p>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.&nbsp;</p></li></ul><ul><li><p>Assists the patient in the best way possible and creating a good impression&nbsp;&nbsp;</p></li></ul><ul><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.&nbsp;</p></li></ul><ul><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.&nbsp;</p></li></ul><ul><li><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.&nbsp;</p></li></ul><ul><li><p>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.&nbsp;</p></li></ul><ul><li><p>Multitask and manage the call volumes as per the call process flow.&nbsp;</p></li></ul><ul><li><p>Promote the services of the hospital to patients.&nbsp;</p></li></ul><ul><li><p>Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department&nbsp;</p></li></ul><ul><li><p>Strictly adheres to NMC’s regulations and policies especially those related to infection control,&nbsp; patient safety &amp; JCI.&nbsp;</p></li></ul><ul><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.&nbsp;&nbsp;</p></li></ul><ul><li><p>Participates and contributes to scheduled in-house training programs.&nbsp;&nbsp;</p></li></ul><ul><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.&nbsp;</p></li></ul><ul><li><p>Maintains patient &amp; staff confidentiality.&nbsp;</p></li></ul><ul><li><p>Demonstrates the ability to listen to others in promoting effective communication.&nbsp;</p></li></ul><ul><li><p>Appointment management including no shows, confirmation, cancellation &amp; rescheduling.&nbsp;</p></li></ul><ul><li><p>Doctors calendar creation and updating &amp; maintaining doctors notes.&nbsp;</p></li></ul><ul><li><p>Maintaining the duty change as per the unit protocol.&nbsp;</p></li></ul><ul><li><p>Monitor employee scheduling of the department to ensure operational coverage.&nbsp;</p></li></ul><ul><li><p>Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.&nbsp;</p></li></ul><ul><li><p>Supervise work outputs related to appointment scheduling, patient registration, medical insurance &amp; billing.&nbsp;</p></li></ul><ul><li><p>Provide training and mentorship to team members to ensure quality standards and service delivery.&nbsp;</p></li></ul><ul><li><p>Continuously maintain an enabling environment where you can develop and grow your team.&nbsp;</p></li></ul><ul><li><p>Orientate new joiners and sign of probation periods.&nbsp;</p></li></ul><ul><li><p>Ensure professional conduct and discipline within the team is followed.&nbsp;</p></li></ul><ul><li><p>Provide support in the recruitment and selection process of team members.&nbsp;</p></li></ul><ul><li><p>Monitor employee scheduling of the department to ensure operational coverage.&nbsp;</p></li></ul><ul><li><p>Support and monitor cost management initiatives.&nbsp;</p></li></ul><ul><li><p>Provide support related to attendance, leave, overtime, staff allocations, uniform, dress code and personal hygiene.&nbsp;</p></li></ul><ul><li><p>Support staff engagement initiatives.&nbsp;</p></li></ul><ul><li><p>Continuously monitor and measure plans against quality indicators and department objectives, ensuring regular audits are in place, analyse the data and give relevant feedback.&nbsp;</p></li></ul><ul><li><p>Complete yearly appraisals and coach &amp; developing the team.&nbsp;</p></li></ul><ul><li><p>Maintain quality service by ensuring quality customer service standards, identifying trends &amp; recommending process improvements.&nbsp;&nbsp;</p></li></ul><ul><li><p>Complaint management &amp; process improvements linked to overall patient experience.&nbsp;</p></li></ul><ul><li><p>Participates in Hospital training programs.&nbsp;</p></li></ul><ul><li><p>Prepare and maintain daily and monthly reports on cancellations, abandoned calls &amp; KPI’s.&nbsp;</p></li></ul><ul><li><p>Manage and update appointments on the NMC website / Okadoc, including doctor’s profile updates and appointment slots.&nbsp;</p></li></ul><ul><li><p>Review and verify doctor’s schedules daily.&nbsp;</p></li></ul><ul><li><p>Perform agent call audits and provide counselling to staff for performance improvement.&nbsp;</p></li></ul><ul><li><p>To create and continuously maintain an enabling environment where people can develop and grow.&nbsp;&nbsp;&nbsp;</p></li></ul><ul><li><p>To ensure that performance management contracts are in place for the team.&nbsp;&nbsp;</p></li></ul><ul><li><p>Conduct and document bi-annual performance conversations&nbsp; .&nbsp;</p></li></ul><ul><li><p>Identify high potential talent and ensure that development plans are facilitated in cooperation with Human Resources.&nbsp;&nbsp;</p></li></ul><ul><li><p>Ensure that a training plan is developed and monitored to ensure continuous sharing of knowledge and skill.&nbsp;</p></li></ul><ul><li><p>Monitor the quality of onboarding for new employees;&nbsp; new employees are orientated and probation periods are signed off&nbsp; .&nbsp;</p></li></ul><ul><li><p>Maintain professional conduct and discipline within the team.&nbsp;&nbsp;</p></li></ul><ul><li><p>Work closely with the recruitment team to recruit and select competent employees .&nbsp;</p></li></ul><ul><li><p>Monitor employee scheduling of the department to ensure sufficient operational coverage.&nbsp;</p></li></ul></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li><p>Bachelor’s Degree - Any discipline or related fields. Master’s degree will be an advantage.&nbsp;</p></li></ul><ul><li><p>3+ years of experience in customer service role or relevant field, Healthcare experience in UAE will be an advantage&nbsp;</p></li></ul><p></p></section>