Call Center Jobs - Abu Dhabi UAE

<p><br></p><p>Your role Your role includes capturing crucial information and increasing the knowledge of our target market for aftersales, know the needs of our customers and have knowledge of the problems consumers want to be solved. As well as dealing with customer requests, you must offer ideas and insights as a means of helping to improve their experience.</p><p>Rewards Your hard work will be rewarded with the opportunity to join one of the world s leading luxury automotive brands, the chance to work with a variety of people from many different backgrounds, along with on-going training and career development.</p><p>Job Summary: The Call Center Representative is responsible for handling customer inquiries, providing information, and resolving issues related to automotive products, services, and after-sales support. This role serves as the primary point of contact between customers and the company, ensuring customer satisfaction and maintaining the company s service reputation.</p><p>Key Responsibilities:</p><ul><li>Answer inbound calls and respond to customer queries regarding products, services, and promotions.</li><li>Assist customers with booking service appointments, test drives, and vehicle information requests.</li><li>Provide accurate information on pricing, warranties, and financing options.</li><li>Record customer complaints and escalate complex issues to the relevant department.</li><li>Follow up with customers to ensure satisfactory resolution.</li><li>Maintain professionalism and empathy while handling difficult interactions.</li><li>Capture customer leads from calls and forward them to the sales team.</li><li>Promote special offers, new vehicle launches, and after-sales services.</li><li>Assist in cross-selling and upselling automotive products and services.</li><li>Log all customer interactions into the CRM system.</li><li>Maintain accurate records of inquiries, complaints, and service requests.</li><li>Generate reports on call trends and customer feedback for management review.</li><li>Coordinate with sales, service, and parts departments to provide seamless customer service.</li><li>Participate in training sessions to stay updated on automotive products and company policies.</li><li>Contribute to team goals by meeting individual performance targets (calls per day, customer satisfaction score, etc.).</li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li>High school or diploma in Business Administration, Marketing, or related field.</li><li>Minimum 0 1 year of experience in a call center, customer service, or automotive industry is preferred.</li><li>Familiarity with CRM systems and call center software.</li><li><b>Technical Skills</b><ul><li>CRM &amp; Call Center Systems</li><li>Microsoft Office Suite</li><li>Customer Database Management</li><li>Call Handling Software</li><li>Basic Automotive Product Knowledge</li></ul></li><li><b>Behavioral Skills &amp; Competencies</b><ul><li>Customer Focus - Responds politely and promptly to customer inquiries. Seeks support when needed.</li><li>Accountability and Ownership - Completes tasks on time and owns up to mistakes.</li><li>Agility and Adaptability - Willing to try new ways of working and learn from mistakes.</li><li>Collaboration &amp; Influence - Works well with teammates and shares information openly.</li><li>Result Orientation - Focuses on completing tasks efficiently and accurately.</li></ul></li><li><b>Communication Skills</b> Excellent oral communication skills to effectively communicate customers interest needs and requests to management and sales personnel; as well as written communication skills for email and documentation.</li><li><b>Language Skills</b> Ability to read and comprehend instructions and information in English and Arabic.</li><li><b>Computer Skills</b> Good knowledge of relevant computer programs (e.g. CRM software, MS Office) and telephone systems.</li><li><b>Additional Requirements</b> Flexibility to work in shifts Previous call centre experience A strong customer service background</li></ul>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>Provides telephonic scheduling for patients calling with one of the many services of the American Hospital Dubai. Coordinates booking of appointments to optimize clinic function. Supports the successful achievements of 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.&nbsp;</p><br><br>Responsibilities:<br><ul> <li>Supports the team members by answering daily inquiries.</li> <li>Provides coaching, guidelines and education to the team members.</li> <li>Monitors the skillsets assignment and the workflow and the volumes.</li> <li>Provides the approved quality training and ensures the efficiency of the team members.</li> <li>Assesses daily call quality using the call recording system.</li> <li>Assists call centre agents with handling the complaints and patients’ challenges.&nbsp;</li> <li>Monitors the real-time display screen and applies the necessary changes in order to maintain the target of the abandoned call.</li> <li>Assigns daily breaks and monitor the agent’s attendance.&nbsp;</li> <li>Monitors the agent’s productivity and provides a daily agent performance report.</li> <li>Assists the team leader with the daily duty of Rota.</li> <li>Prioritizes tasks ensuring effective functioning of the area.</li> <li>Follows the chain of command in reporting incidents or concerns.</li> <li>Prioritizes workload and completes correspondence in a timely manner.</li> <li>Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.</li> <li>Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.</li> <li>Promotes incident, and customer complaint reporting to improve patient and family care.</li> <li>Answers phone calls in a polite and cordial manner.</li> <li>Maintains proper telephone etiquette.&nbsp;</li> <li>Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints. &nbsp;&nbsp;</li> <li>Provides patients with a brief history of physicians’ accreditations and areas of speciality and other data which is relevant to the appointment type.</li> <li>Enters, modifies, or updates patient information, upon calling, in the <i>iConnect</i> system according to established criteria.</li> <li>Transfers call to the Call Center Nurses when appropriate. Does not answer any medical/nursing-related questions or give medical/nursing advice.&nbsp;</li> <li>Schedules and books appointments as requested appropriately into <i>iConnect </i>and follows the clinic’s guidelines in the booking process.</li> <li>Confirms appointments through SMS and/or phone calls as per policy.</li> <li>Transfer to a different physician, cancel or reschedule patients’ appointments as per policy.&nbsp;</li> <li>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.</li> <li>Informs walk-in patients telephonically regarding waiting time. Place remark on “Scheduler Note”. For example, patients are informed regarding waiting time.&nbsp;</li> <li>Informs new customers to arrive 15 min prior to appointment time and to bring identification card and insurance card according to clinic guidelines.</li> <li>Completes electronic telephone message form and emails it to the correct clinic with necessary details intact.</li> <li>Sends SMS messages are sent out before 10:00 a.m. for the next day’s appointments.&nbsp;</li> <li>Follows-up calls are placed to those patients who have not confirmed their appointment times via SMS.</li> <li>Maintains current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions.&nbsp;</li> <li>Overbooks physicians according to clinic-defined standards.&nbsp;</li> <li>Ensures that all departmental reports and audit tools are compiled and completed timely and accurate.</li> <li>Assists in the orientation of new staff members to the Call Center.</li> <li>Facilitates efficient Call Center function by consulting and communicating with all co-workers.</li> <li>Maintains complete product knowledge at all times of all hospital features/services/prices/packages and hours of operations.</li> <li>Ensures that the place of work and surrounding area is kept clean and organized at all times.</li></ul><br>Qualifications:<br><ul> <li>High school graduate</li></ul><p><strong>PROFESSIONAL EXPERIENCE:</strong></p><br><ul> <li>Excellent English and Arabic verbal/written communication skills</li> <li>Basic computer literacy</li> <li>Exposure to/experience with customer service principles</li> <li>Medical Terminology/or exposure to a medical environment</li> <li>Knowledge of adequate Medical Terminology</li> <li>Demonstrate computer literacy and efficiency</li> <li>Previous operator or call centre experience is preferable</li></ul> </div>

<ul><li>Act as first point of contact for patients providing exceptional customer service and support</li><li>Answer incoming calls and manage multiple lines simultaneously</li><li>Schedule appointments and manage appointment confirmations, cancellations and rescheduling</li><li>Provide information about healthcare services and confirm insurance details</li><li>Route calls to appropriate healthcare personnel</li><li>Maintain excellent telephone etiquette and professionalism</li><li>Maintain departmental KPIs and liaise with supervisor and HOD to improve KPIs and patient experience</li><li>Ensure callbacks are completed in a timely manner</li><li>Maintain clarity in communication and pleasant tone of voice</li><li>Follow contact center processes: call hold, call transfer, message receipt, callback per guidelines</li><li>Assist patients and create a good impression</li><li>Maintain good average handling time while ensuring caller satisfaction</li><li>Collect and maintain feedback regarding services and communicate complaints to concerned departments</li><li>Handle difficult patients calmly and escalate when needed</li><li>Multitask and manage call volumes as per call process flow</li><li>Promote hospital services to patients</li><li>Follow duty schedule including different shift timings as assigned</li><li>Adhere to NMC regulations and policies related to infection control, patient safety & JCI</li><li>Support Continuous Quality Improvement and participate in quality assurance activities</li><li>Participate in scheduled in-house training programs</li><li>Exercise effective interpersonal skills with staff, colleagues and management</li><li>Maintain patient & staff confidentiality</li><li>Listen effectively to promote communication</li><li>Create and update doctors' calendars and maintain doctors' notes</li><li>Maintain duty change as per unit protocol</li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li>Minimum 1 year experience as a contact center agent in a patient-focused environment</li><li>Experience operating multi-line switchboard system</li><li>Familiarity with contact center processes and KPIs</li><li>Good interpersonal and communication skills</li><li>Ability to handle difficult callers calmly and professionally</li><li>Ability to multitask and manage call volumes</li><li>Willingness to work shifts as required</li></ul>

<ul><li>Act as the first point of contact for patients providing exceptional customer service and support</li><li>Answer incoming calls, manage multiple lines simultaneously and assist patients with scheduling appointments</li><li>Provide information about healthcare services and confirm insurance details</li><li>Route calls to appropriate healthcare personnel</li><li>Maintain excellent telephone etiquette and professionalism while attending to patient calls</li><li>Maintain departmental KPIs and liaise with supervisor and HOD to improve KPIs and overall patient experience</li><li>Attend to all incoming patient calls promptly without delay</li><li>Ensure callbacks are completed in a timely manner</li><li>Maintain clarity in communication and pleasant tone of voice at all times</li><li>Follow contact center processes of call hold, call transfer, message receipt, callback as per guidelines</li><li>Assist patients and create a good impression</li><li>Maintain good average handling time while ensuring caller satisfaction</li><li>Book appointments and clarify enquiries related to hospital services</li><li>Collect and maintain feedback regarding services and communicate complaints to concerned departments</li><li>Handle difficult patients calmly and professionally and escalate when needed</li><li>Multitask and manage call volumes as per call process flow</li><li>Promote the services of the hospital to patients</li><li>Follow assigned duty schedule including different shift timings as per department needs</li><li>Adhere to NMC regulations and policies especially infection control, patient safety & JCI</li><li>Support Continuous Quality Improvement and participate in quality assurance activities</li><li>Participate in scheduled in-house training programs</li><li>Exercise effective interpersonal skills with staff, colleagues and management</li><li>Maintain patient & staff confidentiality</li><li>Listen effectively to promote communication</li><li>Manage appointment tasks including no shows, confirmation, cancellation & rescheduling</li><li>Create and update doctors' calendars and maintain doctors' notes</li><li>Maintain duty change as per unit protocol</li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li>Minimum 1 year experience as a contact center agent in a patient focused environment</li><li>Experience operating multi-line switchboard system</li><li>Familiarity with contact center processes (call hold, transfer, callback, message receipt)</li><li>Good telephone etiquette and communication skills</li><li>Ability to manage KPIs, multitask and handle high call volumes</li><li>Ability to handle difficult patients calmly and professionally</li><li>Willingness to work different shift timings</li></ul>

<ul><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls</p></li><li><p>Maintaining departmental KPI’s.</p></li><li><p>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.</p></li><li><p>Responsible for attending to all the incoming patient calls promptly, without delay.</p></li><li><p>Ensures call backs are completed in a timely manner.</p></li><li><p>Maintains clarity in communication and pleasant tone of voice at all times.</p></li><li><p>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.</p></li><li><p>Assists the patient in the best way possible and creating a good impression</p></li><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.</p></li><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.</p></li><li><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.</p></li><li><p>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.</p></li><li><p>Multitask and manage the call volumes as per the call process flow.</p></li><li><p>Promote the services of the hospital to patients.</p></li><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</p></li><li><p>Strictly adheres to NMC’s regulations and policies especially those related to infection control,&nbsp; patient safety & JCI.</p></li><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.</p></li><li><p>Participates and contributes to scheduled in-house training programs.</p></li><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.</p></li><li><p>Maintains patient & staff confidentiality.</p></li><li><p>Demonstrates the ability to listen to others in promoting effective communication.</p></li><li><p>Appointment management including no shows, confirmation, cancellation & rescheduling.</p></li><li><p>Doctors calendar creation and updating & maintaining doctors notes.</p></li></ul><p>Maintaining the duty change as per the unit protocol</p><p><strong>Desired Candidate Profile</strong></p><ul><li>Minimum 1 year experience as a call center agent in a patient-focused environment</li><li>Experience operating multi-line switchboard systems</li><li>Good telephone etiquette and communication skills</li><li>Ability to handle difficult callers calmly and professionally</li><li>Ability to manage KPIs and work in shifts</li><li>Familiarity with contact center processes and appointment management</li></ul>

Appointment Setting, Call Centre, Customer Aquisition, Customer Service, Inside Sales, Outbound Sales, Sales<br><br><strong>Call Center Sales Representative<br><br></strong><strong>Schedule:</strong> Full-time, aligned with U.S. Eastern Time business hours<br><br><strong>Annual Target Earnings:</strong> C$40,000–C$50,000, based on performance<br><br><strong>Location:</strong> Remote<br><br>The Opportunity<br><br>Royal York Property Management is hiring Call Center Sales Representatives to speak with residential property owners about its rental-guarantee program.<br><br>The program costs C$100 per month. If a covered tenant defaults on rent, the program is designed to provide the owner with an amount equal to the property’s monthly rent, subject to the program’s terms, approval requirements, and claim conditions.<br><br>You will contact company-provided property-owner leads through an automatic dialer, ask qualification questions, respond to objections, and connect interested owners with a Royal York sales representative.<br><br>You will not complete the final sale or determine whether an owner is approved. Your responsibility is to gain the owner’s attention, explain the program, qualify the opportunity, and secure a live transfer.<br><br>How to Apply<br><br>Apply with your résumé. If your background aligns with the position, you will receive a link to complete a short pre-recorded video interview within 24–48 hours.<br><br>The interview includes realistic property-owner calling scenarios designed to evaluate your communication, objection handling, judgment, and coachability.<br><br><strong>What You’ll Do<br><br></strong><ul><li>Make continuous outbound calls through an automatic dialer.</li><li>Introduce Royal York and the rental-guarantee program.</li><li>Ask questions about the owner and their rental property.</li><li>Confirm the number of rental properties and occupancy status.</li><li>Respond to objections involving price, need, timing, trust, or existing tenants.</li><li>Explain the potential value of protecting monthly rental income.</li><li>Ask qualified owners to speak with a Royal York sales representative.</li><li>Complete warm and live transfers.</li><li>Record accurate call notes, outcomes, and dispositions.</li><li>Follow campaign scripts, qualification rules, and opt-out procedures.</li><li>Meet hourly and daily calling and transfer targets.<br><br></li></ul><strong>Required Experience<br><br></strong><ul><li>Three or more years of experience in call-centre sales, outbound calling, telesales, appointment setting, lead generation, or live transfers.</li><li>Experience using an automatic or predictive dialer.</li><li>Strong objection-handling and persuasive telephone communication.</li><li>Experience working toward call, transfer, appointment, conversion, or sales targets.</li><li>Clear and professional spoken English.</li><li>The ability to remain calm with skeptical, impatient, or difficult property owners.</li><li>Strong listening skills and the ability to adapt during a call.</li><li>Accurate CRM, call-note, and disposition habits.</li><li>Openness to coaching, call monitoring, and performance feedback.</li><li>Full-time availability during U.S. Eastern Time business hours.<br><br></li></ul>Property management, real estate, insurance, financial services, telecommunications, home services, or other consumer-sales experience is an asset but not required.<br><br>Experience with Convoso, Five9, NICE CXone, Genesys Cloud CX, CallTools, Readymode, or similar software is preferred.<br><br>Remote Work Requirements<br><br><strong>You Must Have<br><br></strong><ul><li>A computer with at least 16 GB of RAM.</li><li>Dual monitors, including an external monitor of at least 22 inches.</li><li>A wired USB noise-cancelling headset.</li><li>A webcam.</li><li>A quiet and professional workspace.</li><li>Wired internet with at least 100 Mbps download speed.</li><li>Backup internet and power arrangements.</li><li>The ability to use a dialer, CRM, and campaign system simultaneously.<br><br></li></ul>What Success Looks Like<br><br><strong>Performance Will Be Measured Through<br><br></strong><ul><li>Qualified and accepted live transfers.</li><li>Hourly and daily calling results.</li><li>Qualification accuracy.</li><li>Objection-handling effectiveness.</li><li>Call quality and professionalism.</li><li>Accurate call records and dispositions.</li><li>Attendance and schedule adherence.</li><li>Compliance with campaign requirements.<br><br></li></ul>Who Will Succeed<br><br>The right candidate can gain a property owner’s attention quickly, explain the program in simple language, and respond confidently to objections.<br><br>You should be comfortable discussing the C$100 monthly cost, explaining the potential value of protecting a full month’s rental income, and asking qualified owners to speak with a sales representative.<br><br>You do not need property-management experience or a perfect script immediately. You must be resilient, coachable, and able to apply feedback quickly.<br><br> See All Open Roles

Appointment Setting, Call Centre, Customer Aquisition, Customer Service, Inside Sales, Outbound Sales, Sales<br><br><strong>Outbound Call Center Representative<br><br></strong>Remote | Full-Time | U.S. Eastern Time Business Hours<br><br><strong>Annual Target Earnings: C$40,000–C$50,000<br><br></strong>The Position<br><br>Royal York Property Management is hiring Outbound Call Center Representatives to speak with residential property owners about its rental-guarantee program.<br><br>The program costs C$100 per month. If a covered tenant does not pay rent, the program is designed to provide the owner with an amount equal to the property’s monthly rent, subject to the program’s terms, approval requirements, and claim conditions.<br><br>The program must be active before a covered tenant default occurs.<br><br>You will contact company-provided property-owner leads through an automatic dialer, explain the program, ask qualification questions, respond to objections, and connect qualified owners with a Royal York sales representative.<br><br>You will not complete the final sale or determine approval. Your primary objective is to turn outbound calls into qualified and accepted live transfers.<br><br>How to Apply<br><br>Apply with your résumé. If your background aligns with the position, you will receive a link to complete a short pre-recorded video interview within 24–48 hours.<br><br>The interview includes realistic property-owner calling scenarios designed to evaluate your communication, objection handling, judgment, and coachability.<br><br><strong>What You’ll Do<br><br></strong><ul><li>Make continuous outbound calls through an automatic dialer.</li><li>Deliver clear and professional call openings.</li><li>Introduce Royal York and the rental-guarantee program.</li><li>Ask questions about the owner and their rental property.</li><li>Confirm the number of rental properties and occupancy status.</li><li>Explain the program’s C$100 monthly cost and potential value.</li><li>Respond to property owners who are busy, skeptical, uninterested, or upset.</li><li>Explain why the program must be active before a covered default.</li><li>Ask qualified property owners to complete an immediate live transfer.</li><li>Record accurate call notes and dispositions.</li><li>Follow campaign scripts, qualification rules, and opt-out procedures.</li><li>Meet hourly and daily call and transfer targets.<br><br></li></ul><strong>Required Experience<br><br></strong><ul><li>Three or more years of experience in an outbound call centre, telesales, appointment setting, lead generation, consumer qualification, or live transfers.</li><li>Experience using an automatic or predictive dialer.</li><li>Strong objection-handling and telephone communication skills.</li><li>Experience working toward call, transfer, appointment, conversion, or sales targets.</li><li>Clear and professional spoken English.</li><li>The ability to remain calm with skeptical, impatient, or difficult property owners.</li><li>Strong listening skills and the ability to adjust your response.</li><li>Accurate CRM, call-note, and disposition habits.</li><li>The ability to receive coaching and apply feedback.</li><li>Full-time availability during U.S. Eastern Time business hours.<br><br></li></ul>Property management, real estate, insurance, financial services, telecommunications, home services, or other consumer-sales experience is an asset but not required.<br><br>Experience with Convoso, Five9, NICE CXone, Genesys Cloud CX, CallTools, Readymode, or similar software is preferred.<br><br>Remote Work Requirements<br><br><strong>You Must Have<br><br></strong><ul><li>A computer with at least 16 GB of RAM.</li><li>Dual monitors, including an external monitor of at least 22 inches.</li><li>A wired USB noise-cancelling headset.</li><li>A webcam.</li><li>A quiet and professional calling environment.</li><li>Wired internet with at least 100 Mbps download speed.</li><li>Backup internet and power arrangements.</li><li>The ability to use a dialer, CRM, and campaign system simultaneously.<br><br></li></ul>How Performance Is Measured<br><br><strong>Performance Will Be Evaluated Through<br><br></strong><ul><li>Qualified and accepted live transfers.</li><li>Hourly and daily calling results.</li><li>Qualification accuracy.</li><li>Objection-handling effectiveness.</li><li>Call quality and professionalism.</li><li>Accurate call records and dispositions.</li><li>Attendance and schedule adherence.</li><li>Compliance with campaign requirements.<br><br></li></ul>Who Will Succeed<br><br>The right candidate is comfortable speaking with property owners continuously and working toward clear performance targets.<br><br>You must be able to remain professional after rejection, respond naturally to objections, and explain why paying C$100 per month may be valuable when a covered tenant default could affect an entire month of rental income.<br><br>You do not need direct property-management experience or a perfect script immediately. You must be coachable, resilient, and able to apply feedback quickly.<br><br> See All Open Roles

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span> </span><p><span><span><span>Assistant Manager, Call Center</span></span></span>&nbsp;<br><span><span>(<span>21096</span></span></span>)</p><br> <p><span>A part of Kerzner International, a global leader in luxury hospitality, Atlantis, The Palm is a world where iconic stays, legendary adventures, and the boldest flavours all come together to transport guests to A World Away.</span></p><br> <p><span>The iconic resort, located on the crescent of Palm Island, features 1,544 Rooms, Suites, and Signature Suites, each designed with thoughtful details inspired by the sea. It is the ultimate destination for world-class dining, bringing together some of the most renowned celebrity chefs and Michelin-starred restaurants. The resort is also home to unforgettable experiences, from record-breaking thrills at the world’s largest waterpark to stunning views of 65,000 marine animals in the aquarium, and close encounters with resident Indo-Pacific dolphins at Dolphin Bay.</span></p><br> <p><span>Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritised, and careers truly thrive.</span></p><br><p><strong>About the Role</strong></p><br> <p>Do you enjoy working in a fast-paced environment handling all aspects on guest needs? Are you passionate about hospitality and service and are driven to ensure world leading service is delivered in every guest interaction?</p><br> <p>As an Assistant Manager, Call Center you will be responsible for assisting the Manager, Call Center in managing all aspects of the daily operations of the Call Center. The role requires auditing, planning, analyzing, training, and reporting to ensure the customer experience is continuously enhanced to meet the highest levels of guest service per resort standards. The ideal candidate must be an excellent communicator and able to evaluate the service delivery to ensure the highest levels of product knowledge and be able to provide factual tangible feedback to enhance the guest experience.&nbsp;</p><br> <p><strong>About You</strong></p><br> <p>A successful candidate should hold a bachelors’ degree along with a passion for training and extensive knowledge of Call Centre operations with a proven history of driving and motivating large teams toward service excellence. We are looking for someone who has a minimum of 2 years in a similar position within the luxury Five Star property, have excellent verbal and written communication skills and thrive on working in a face paced team environment.</p><br> <p><span>We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.</span></p><br> <p><span>With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.</span></p><br> </div>

<strong>Job Purpose<br><br></strong>The Call Center Agent is the first point of contact for customers, responsible for handling inquiries, reservations, and general service support via phone, email, and messaging platforms. The ideal candidate should be friendly, responsive, and knowledgeable about the entertainment centre’s offerings, with the ability to handle high call volumes and deliver a positive guest experience.<br><br><strong>Key Responsibilities<br><br></strong><strong>Customer Interaction &amp; Support<br><br></strong><ul><li>Answer inbound calls, emails, and WhatsApp/chatbot messages from guests with courtesy and professionalism. </li><li>Provide accurate information on activities, packages, birthday party bookings, events, membership plans, timings, and promotions. </li><li>Assist customers with booking reservations and registration processes for services. <br><br></li></ul><strong>Problem Solving &amp; Complaint Handling<br><br></strong><ul><li>Resolve customer concerns or complaints promptly and escalate complex issues to the team leader or supervisor as needed. </li><li>Follow up on unresolved queries and ensure guest satisfaction. <br><br></li></ul><strong>Booking and Sales &amp; Upselling<br><br></strong><ul><li>Accurately log bookings, customer details, and transaction records in the CRM or POS system. </li><li>Ensure bookings are correctly scheduled and follow internal protocols for confirmation and follow-ups. </li><li>Promote current offers, events, or promotions while interacting with guests. </li><li>Identify guest needs and suggest suitable packages or upgrades to enhance their experience. <br><br></li></ul>C<strong>ommunication &amp; Coordination<br><br></strong><ul><li>Coordinate with operations, events, and birthday teams for real-time updates and follow-through on customer requests. </li><li>Share guest feedback with the appropriate department to improve services. <br><br></li></ul><strong>Team Support<br><br></strong><ul><li>Participate in training and team meetings to stay updated on new services and operational changes. </li><li>Support colleagues during high-volume periods and assist in cross-functional roles if required. <br><br></li></ul><strong>Educational Qualifications<br><br></strong><ul><li>Bachelor’s degree in business, Communications, or related field or High school diploma or equivalent; diploma or degree in customer service or communications preferred. </li><li>1–3years of call center or customer-facing experience, preferably in hospitality, retail, or entertainment sectors. <br><br></li></ul><strong>Relevant<br><br></strong><ul><li>Excellent communication skills in English and Arabic languages is mandatory. </li><li>Friendly, energetic, and guest-focused demeanor. </li><li>Comfortable using CRM and call center software tools. </li><li>Ability to multitask, remain calm under pressure, and handle high call volumes.</li></ul>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><b>BRS Group is looking for a Call Center Sales Operator to join our team in Dubai.</b></p><p>The role is focused on working with <b>warm inbound leads</b> - clients who are already interested in interior design and renovation services for villas, apartments, and commercial spaces.</p><p>The main goal is to understand the client’s request, clearly explain our services, qualify the lead and schedule a meeting with the relevant specialist.</p><p><br></p><p> <b>Dubai | Full-time | Hybrid | 2/2 schedule</b></p><p><br></p><p><b>Responsibilities:</b></p><ul><li>Handling inbound enquiries from potential clients</li><li>Understanding and qualifying client requests</li><li>Providing information about our interior design and renovation services</li><li>Following up with interested clients</li><li>Scheduling meetings with clients</li><li>Maintaining clear and professional communication throughout the process</li><li><br></li></ul><p><b>Requirements:</b></p><ul><li>Minimum 1 year of experience in <b>call center, customer service or telephone sales</b></li><li>Confident spoken and written English</li><li>Strong communication skills</li><li>Experience in interior design, renovation, construction, real estate, furniture or a related industry is a strong advantage</li><li>Personal computer/laptop and headset</li><li><br></li></ul><p><b>What We Offer:</b></p><ul><li>Warm inbound leads only - no cold calling</li><li><b>Hybrid work format: partly office-based and partly remote</b></li><li>2/2 schedule, from <b>9:00 AM to 9:00 PM</b></li><li>Base salary + KPI-based bonuses</li><li>Salary discussed individually during the interview</li><li><br></li></ul><p><i>We look forward to receiving your application!</i></p><p><br></p> </div><h2 class="h5">Skills</h2> <div data-jb-field="skills"><p>Call Center Experience, Customer Service, Inbound Calls, Communication Skills, Lead Qualification, Telephone Sales, Client Relations, Fluent English</p></div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>Role&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; : Customer Care Specialist</strong><br><strong>Location : Abu Dhabi - Bani Yas &nbsp;( UAE National Only ) &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</strong><br><strong>Role Purpose:</strong><br> &nbsp;</p><br><p><span>To drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.</span><br> &nbsp;&nbsp;&nbsp;&nbsp;<br><strong>Key Accountabilities of the role&nbsp; &nbsp;&nbsp;&nbsp;&nbsp;</strong><br><span>These are the main responsibilities of this role</span></p><br><p><span>RESPONSIBILITIES:</span></p><br><ol> <li><span>Handle inbound &amp; outbound calls according to procedures, guidelines, and schedules set by organization , call center.</span></li> <li><span>Proactively offer customer to register IVR and SMS service according to procedures and guidelines</span></li> <li><span>Escalate customer queries and complaints as necessary.</span></li> <li><span>Follows up with customer via telephone or email following initial sales contact</span></li> <li><span>Explain products or services and prices, and answer all the customers questions.</span></li> <li><span>Polite and courteous when dealing with customers all the time.</span></li> <li><span>Obtain customer information such as name, address, and reactions of prospects contacted enter orders into computers.</span></li> <li><span>Keep accurate data on all tasks performed as per defined format,</span></li> <li><span>Keep customer documents secured and filed accordingly</span></li> <li><span>Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing ADIB customers.&nbsp;</span></li> <li><span>Meet or exceed the daily, weekly, and monthly sales targets set by the Management.</span></li> <li><span>Proactively cross seel and up sell the various bank products to customers or caller that qualify</span></li> <li><span>Escalate hazard /potential risk immediately, via the proper channels</span></li> <li><span>Adherance to all ADIB policies.</span></li> <li><span>Call quality</span></li> <li><span>Customer satisfaction</span></li> <li><span>Adherence to schdedule</span></li> <li><span>Product &amp; process knowledge</span></li> <li><span>Average handling time</span></li> <li><span>Sales leads generation – target to reviewed</span><br> &nbsp;</li></ol><p><strong>Specialist Skills / Technical Knowledge Required for this role:</strong><br> &nbsp;</p><br><p><span>Communication Skills, bilingual language (Arabic/English), Sales Skills, Customer Resolution skills.</span></p><br><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><b>Job Role</b></p><p>The Specialist/Consultant Internal Medicine Physician (Internist) at New Royal Medical and Dental Center</p><p>(NRMDC) will provide expert, evidence-based preventive care, accurate diagnoses, and comprehensive</p><p>treatment plans for adult patients experiencing acute and chronic complex illnesses. This is a full-time in</p><p>person role within a high-volume, state-of-the-art medical center. The successful candidate will report to the</p><p>NRMDC Medical Director.</p><p><br></p><p>Key Responsibilities</p><p> Clinical Care: Conduct detailed medical evaluations, physical examinations, and diagnostic</p><p>assessments for adult patients.</p><p> Disease Management: Diagnose and treat acute conditions and long-term chronic diseases,</p><p>including diabetes, hypertension, cardiovascular disorders, metabolic syndromes, and respiratory</p><p>illnesses.</p><p> Preventive Health: Deliver preventive care through tailored health screenings, routine</p><p>immunizations, and lifestyle/nutritional counseling.</p><p> Care Coordination: Refer patients and collaborate closely with subspecialists (e.g., cardiologists,</p><p>endocrinologists) to manage multi-system disorders.</p><p> Patient Communication: Clearly explain complex diagnoses, test results, and treatment expectations</p><p>to patients and their families.</p><p> On-Call Duties: Participate in the medical center&amp;#39;s rotational on-call schedule to support emergency</p><p>consults or urgent care needs.</p><p> Regulatory Compliance: Maintain rigorous, confidential Electronic Medical Records (EMR) in</p><p>absolute alignment with UAE healthcare standards and data privacy laws.</p><p> Quality Assurance: Participate actively in local clinical audits, peer reviews, and continuous medical</p><p>education (CME) initiatives.</p><p> Staff Wellbeing &amp;amp; Events: Actively support clinical staff wellbeing initiatives, participate in internal</p><p>team-building, medical center health campaigns and other relevant external events.</p> </div><h2 class="h5">Skills</h2> <div data-jb-field="skills"><p><b>Candidate Requirements</b></p><p>Credentials and Experience</p><p> Medical Degree: MBBS, MD, or equivalent recognized medical degree from an accredited</p><p>institution.</p><p> Specialization: Completion of a higher professional specialization/residency program in Internal</p><p>Medicine.</p><p> Licensing Requirements: Must hold an active license or a valid Eligibility Letter from the relevant</p><p>UAE health regulatory bodies.</p><p> Experience: Minimum of 5-7 years of post-specialization experience in a hospital or private medical</p><p>center environment.</p><p>Skills and Attributes</p><p> Fluency in English, Hindi and Arabic is highly preferred.</p><p> Familiarity with local healthcare regulations, including Emiratization mandates and compliance</p><p>guidelines within private healthcare settings preferred.</p><p> Strong interpersonal skills and problem-solving mindset; an approachable demeanor with focus on</p><p>family centered care models to maintain patient satisfaction metrics.</p></div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>Role : </strong>Customer Care Specialist - Call Center<br><strong>Location :</strong> Abu Dhabi&nbsp;(UAE National Only)&nbsp;<br><strong>Role Purpose:</strong><br>The Call Center Advisor will handle inbound and outbound calls, providing support and guidance to clients regarding their stock brokerage accounts. The ideal candidate will have excellent communication skills, a strong understanding of stock market principles, and a passion for helping clients achieve their financial goals.<br> <br><strong>Key Accountabilities of the role: </strong></p><br><ul><li>Handle incoming client inquiries via phone and email, providing accurate and timely information about our services and products.</li><li>Assist clients with account-related issues, including account setup, maintenance, and troubleshooting.</li><li>Educate clients on the use ADIB Securities trading platforms and tools.</li><li>Resolve client complaints and issues in a professional and courteous manner, escalating complex cases to supervisors when necessary.</li><li>Follow up with clients to ensure their issues are resolved and they are satisfied with the service. </li><li>Collaborate with other departments, such as Client Services, Compliance, Sales, and Operations, to ensure a seamless client experience and resolve complex issues.</li><li><p>Participate in team meetings and training sessions to stay updated on company policies and procedures.</p><br><p><strong>Specialist Skills / Technical Knowledge Required for this role:</strong></p><br></li><li>Previous experience in a call center, customer service, or stock brokerage environment.</li><li>Knowledge of stock market principles and trading platforms.</li><li>Good presentation skills, poise, and product knowledge.</li><li>Strong time-management and communication skills.</li><li>Knowledge of “Word” and “PowerPoint”.</li><li>Ability to work under pressure. </li><li>Fluent in Arabic Language and English</li></ul><br> </div><h2 data-automation-id="subHeaderPreferredCandidate" class="h5"> Preferred candidate </h2> <div class="row is-m v-align-top t-small bg-mute"> <div class="col is-3 p5" data-automation-id="label_Nationality"> <b>Nationality</b> </div> <div class="col is-9 p5" data-automation-id="data_Nationality"> United Arab Emirates </div> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>Role: Client Service Analyst</strong></p><br><p><strong>Location: Ras Al Khaimah</strong></p><br><p><strong>ROLE PURPOSE:</strong></p><br><ul><li>Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) through timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience.</li><li><strong>This position is for UAE Nationals only.</strong></li></ul><p><strong>RESPONSIBILITIES:</strong></p><br><ul><li>Handling customer’s feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) in accordance to set and process and guidelines.</li><li>Carry out outbound calls related to a follow up on client’s complaint which were received via voice channel – Call Centre (Inbound complaint campaign).</li><li>Provide customers with appropriate response basis their queries.</li><li>Ensuring delivery of (First Call Resolution - FCR) as a key KPI as in when applicable.</li><li>Timely Escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.</li><li>Maintains a courteous, respectful, helpful, and professional attitude with all customers always during the conversation in accordance with bank’s service guidelines and standards.</li><li>Highlight and escalate potential risk immediately, via the proper channels</li><li><p>To participate in providing key input to ADIB management derived from customer’s feedback to improve customer’s experience and ultimately customers’ satisfaction.</p><br></li></ul><p><strong>HR &amp; People Team Management:</strong></p><br><ul><li>Adherence to shift schedule &amp; attendance.</li><li>Avoid unplanned leaves/ absences since has a direct impact on process.</li><li>Required to work on shifts.</li><li>Required to do overtime when necessary.</li><li>Strict adherence to bank’s code of conduct and HR polices.</li></ul><p><strong>Quality:</strong></p><br><ul><li>Deliver high-quality response/ resolution on customer’s feedback and complaints.</li><li>Participate in discussions and knowledge sharing within the team to help in enhancing the experience &amp; skills.</li></ul><p><strong>Department Goals:</strong></p><br><ul><li>Work towards ensuring that service standards and KPIs are met/ exceeded that ultimately result in improved customer’s experience.</li></ul><p><strong>RESULTS REQUIRED:</strong></p><br><ul><li>Addressing customer’s enquiries &amp; complaints within defined guidelines.</li><li>Delivering &amp; exceeding the set KPI’s inline the Department Goals.</li><li>Eliminate feedback being converted to complaints due to poor quality</li><li>Ensure Customer’s Satisfaction and elimination of repeated complaints. </li></ul><p><strong>Specialist Skills / Technical Knowledge Required for this role:</strong></p><br><ul><li>Customer focused managing relation within the bank’s rules, regulations, and interest.</li><li>Experienced in problem solving and managing customer feedback, with background Contact Center. Customer Service, or complaints environment.</li><li>High level of inter-personal and communications skills with good language command.</li><li>Thorough and detailed understanding of the banks systems, policies, products, and procedures.</li><li>High level of analytical skills to enable problem solving and addressing customers queries.</li></ul><p><strong>Previous experience required (if any)</strong></p><br><ul><li>0 to 2 years of experience working in Customer Experience/ Service.</li><li>Knowledge of banking laws, policies, procedures, and practices.</li><li>Banking experience in service delivery and customer experience.</li><li>Excellent track record of achievement</li></ul><p><strong>This position is for UAE Nationals only.</strong></p><br><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>Role: Client Service Analyst</strong></p><br><p><strong>Location: Ras Al Khaimah</strong></p><br><p><strong>ROLE PURPOSE:</strong></p><br><ul><li>Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) through timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience.</li><li>This position is for UAE Nationals only.</li></ul><p><strong>RESPONSIBILITIES:</strong></p><br><ul><li>Handling customer’s feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) in accordance to set and process and guidelines.</li><li>Carry out outbound calls related to a follow up on client’s complaint which were received via voice channel – Call Centre (Inbound complaint campaign).</li><li>Provide customers with appropriate response basis their queries.</li><li>Ensuring delivery of (First Call Resolution - FCR) as a key KPI as in when applicable.</li><li>Timely Escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.</li><li>Maintains a courteous, respectful, helpful, and professional attitude with all customers always during the conversation in accordance with bank’s service guidelines and standards.</li><li>Highlight and escalate potential risk immediately, via the proper channels</li><li><p>To participate in providing key input to ADIB management derived from customer’s feedback to improve customer’s experience and ultimately customers’ satisfaction.</p><br></li></ul><p><strong>HR &amp; People Team Management:</strong></p><br><ul><li>Adherence to shift schedule &amp; attendance.</li><li>Avoid unplanned leaves/ absences since has a direct impact on process.</li><li>Required to work on shifts.</li><li>Required to do overtime when necessary.</li><li>Strict adherence to bank’s code of conduct and HR polices.</li></ul><p><strong>Quality:</strong></p><br><ul><li>Deliver high-quality response/ resolution on customer’s feedback and complaints.</li><li>Participate in discussions and knowledge sharing within the team to help in enhancing the experience &amp; skills.</li></ul><p><strong>Department Goals:</strong></p><br><ul><li>Work towards ensuring that service standards and KPIs are met/ exceeded that ultimately result in improved customer’s experience.</li></ul><p><strong>RESULTS REQUIRED:</strong></p><br><ul><li>Addressing customer’s enquiries &amp; complaints within defined guidelines.</li><li>Delivering &amp; exceeding the set KPI’s inline the Department Goals.</li><li>Eliminate feedback being converted to complaints due to poor quality</li><li>Ensure Customer’s Satisfaction and elimination of repeated complaints.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</li></ul><p><strong>Specialist Skills / Technical Knowledge Required for this role:</strong></p><br><ul><li>Customer focused managing relation within the bank’s rules, regulations, and interest.</li><li>Experienced in problem solving and managing customer feedback, with background Contact Center. Customer Service, or complaints environment.</li><li>High level of inter-personal and communications skills with good language command.</li><li>Thorough and detailed understanding of the banks systems, policies, products, and procedures.</li><li>High level of analytical skills to enable problem solving and addressing customers queries.</li></ul><p><strong>Previous experience required (if any)</strong></p><br><ul><li>0 to 2 years of experience working in Customer Experience/ Service.</li><li>Knowledge of banking laws, policies, procedures, and practices.</li><li>Banking experience in service delivery and customer experience.</li><li>Excellent track record of achievement</li></ul><p><strong>This position is for UAE Nationals only.</strong></p><br><br> </div>

<ul><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls</p></li><li><p>Maintaining departmental KPI’s.</p></li><li><p>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.</p></li><li><p>Responsible for attending to all the incoming patient calls promptly, without delay.</p></li><li><p>Ensures call backs are completed in a timely manner.</p></li><li><p>Maintains clarity in communication and pleasant tone of voice at all times.</p></li><li><p>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.</p></li><li><p>Assists the patient in the best way possible and creating a good impression</p></li><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.</p></li><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.</p></li><li><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.</p></li><li><p>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.</p></li><li><p>Multitask and manage the call volumes as per the call process flow.</p></li><li><p>Promote the services of the hospital to patients.</p></li><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</p></li><li><p>Strictly adheres to NMC’s regulations and policies especially those related to infection control,&nbsp; patient safety & JCI.</p></li><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.</p></li><li><p>Participates and contributes to scheduled in-house training programs.</p></li><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.</p></li><li><p>Maintains patient & staff confidentiality.</p></li><li><p>Demonstrates the ability to listen to others in promoting effective communication.</p></li><li><p>Appointment management including no shows, confirmation, cancellation & rescheduling.</p></li><li><p>Doctors calendar creation and updating & maintaining doctors notes.</p></li></ul><p>Maintaining the duty change as per the unit protocol.</p><p><strong>Desired Candidate Profile</strong></p><ul><li><p>Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.</p></li></ul>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>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.&nbsp;</p><br><br>Responsibilities:<br><ul> <li>Answers phone calls politely and cordially.</li> <li>Maintains proper telephone etiquette.&nbsp;</li> <li>Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints. &nbsp;&nbsp;</li> <li>Prioritises tasks, ensuring effective functioning of the area.</li> <li>Follows the chain of command in reporting incidents or concerns.</li> <li>Prioritises workload and completes correspondence on time.</li> <li>Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.</li> <li>Promotes incident, and customer complaint reporting to improve patient and family care.</li> <li>Provides patients with a brief history of physicians’ accreditations and areas of speciality and other data which is relevant to the appointment type.</li> <li>Enters, modifies, or updates patient information, upon calling, in the <i>iConnect </i>system according to established criteria.</li> <li>Transfers call to the Call Centre Nurses when appropriate. Does not answer any medical/nursing-related questions or give medical/nursing advice.&nbsp;</li> <li>Schedules and books appointments as requested appropriately into<i> iConnect</i>&nbsp;and follows the clinic’s guidelines in the booking process.</li> <li>Confirms appointments through SMS and/or phone calls as per policy.</li> <li>Transfer to a different physician, cancel or reschedule patients’ appointments as per policy.&nbsp;</li> <li>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.</li> <li>Informs walk-in patients telephonically regarding waiting time. Places a remark on “<i>Scheduler Note</i>”. For example, patients are informed regarding waiting time.&nbsp;</li> <li>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.</li> <li>Completes electronic telephone message form and emails it to the correct clinic with necessary details intact.</li> <li>Sends SMS messages are sent out before 10:00 a.m. for the next day’s appointments.&nbsp;</li> <li>Follows-up calls are placed to those patients who have not confirmed their appointment times via SMS.</li> <li>Maintains current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions.&nbsp;</li> <li>Overbooks physicians according to clinic-defined standards.&nbsp;</li> <li>Ensures that all departmental reports and audit tools are compiled and completed timely and accurate manner.</li> <li>Assists in the orientation of new staff members to the Call Centre.</li> <li>Facilitates efficient Call Centre function by consulting and communicating with all co-workers.</li> <li>Maintains complete product knowledge at all times of all hospital features/services/prices/packages and hours of operations.</li> <li>Ensures that the place of work and the surrounding area are kept clean and organised at all times.</li> <li>Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.</li></ul><br>Qualifications:<br><ul> <li>High School Graduate</li></ul><p><strong>PROFESSIONAL EXPERIENCE:</strong></p><br><ul> <li>Knowledge of customer service principles.</li> <li>Knowledge of basic computer literacy.</li> <li>Knowledge of adequate medical terminology.</li> <li>Knowledge of medical terminology or prior exposure to a medical environment.</li> <li>Knowledge of operator or call centre procedures is preferable.</li> <li>Skills in verbal and written communication in both English and Arabic.</li> <li>Ability to demonstrate computer literacy and work efficiently with digital tools.</li></ul> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>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.&nbsp;</p><br><br>Responsibilities:<br><ul> <li>Answers phone calls politely and cordially.</li> <li>Maintains proper telephone etiquette.&nbsp;</li> <li>Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints. &nbsp;&nbsp;</li> <li>Prioritises tasks, ensuring effective functioning of the area.</li> <li>Follows the chain of command in reporting incidents or concerns.</li> <li>Prioritises workload and completes correspondence on time.</li> <li>Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.</li> <li>Promotes incident, and customer complaint reporting to improve patient and family care.</li> <li>Provides patients with a brief history of physicians’ accreditations and areas of speciality and other data which is relevant to the appointment type.</li> <li>Enters, modifies, or updates patient information, upon calling, in the <i>iConnect </i>system according to established criteria.</li> <li>Transfers call to the Call Centre Nurses when appropriate. Does not answer any medical/nursing-related questions or give medical/nursing advice.&nbsp;</li> <li>Schedules and books appointments as requested appropriately into<i> iConnect</i>&nbsp;and follows the clinic’s guidelines in the booking process.</li> <li>Confirms appointments through SMS and/or phone calls as per policy.</li> <li>Transfer to a different physician, cancel or reschedule patients’ appointments as per policy.&nbsp;</li> <li>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.</li> <li>Informs walk-in patients telephonically regarding waiting time. Places a remark on “<i>Scheduler Note</i>”. For example, patients are informed regarding waiting time.&nbsp;</li> <li>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.</li> <li>Completes electronic telephone message form and emails it to the correct clinic with necessary details intact.</li> <li>Sends SMS messages are sent out before 10:00 a.m. for the next day’s appointments.&nbsp;</li> <li>Follows-up calls are placed to those patients who have not confirmed their appointment times via SMS.</li> <li>Maintains current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions.&nbsp;</li> <li>Overbooks physicians according to clinic-defined standards.&nbsp;</li> <li>Ensures that all departmental reports and audit tools are compiled and completed timely and accurate manner.</li> <li>Assists in the orientation of new staff members to the Call Centre.</li> <li>Facilitates efficient Call Centre function by consulting and communicating with all co-workers.</li> <li>Maintains complete product knowledge at all times of all hospital features/services/prices/packages and hours of operations.</li> <li>Ensures that the place of work and the surrounding area are kept clean and organised at all times.</li> <li>Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.</li></ul><br>Qualifications:<br><ul> <li>High School Graduate</li></ul><p><strong>PROFESSIONAL EXPERIENCE:</strong></p><br><ul> <li>Knowledge of customer service principles.</li> <li>Knowledge of basic computer literacy.</li> <li>Knowledge of adequate medical terminology.</li> <li>Knowledge of medical terminology or prior exposure to a medical environment.</li> <li>Knowledge of operator or call centre procedures is preferable.</li> <li>Skills in verbal and written communication in both English and Arabic.</li> <li>Ability to demonstrate computer literacy and work efficiently with digital tools.</li></ul> </div>

<ul><li>Be the first point of contact for patients, providing exceptional customer service and support</li><li>Attend incoming and outgoing calls promptly, politely and to the satisfaction of the patient</li><li>Answer incoming calls and manage multiple lines simultaneously</li><li>Schedule appointments and manage appointment tasks including no shows, confirmation, cancellation & rescheduling</li><li>Provide information about healthcare services and confirm insurance details</li><li>Route calls to appropriate healthcare personnel</li><li>Maintain excellent telephone etiquette and professionalism while attending patient calls</li><li>Maintain departmental KPIs and liaise with supervisor and HOD to improve KPIs and patient experience</li><li>Ensure call backs are completed in a timely manner</li><li>Maintain clarity in communication and pleasant tone of voice at all times</li><li>Follow contact center processes: call hold, call transfer, message receipt, call back as per guidelines</li><li>Assist patients effectively and create a good impression</li><li>Maintain good average handling time while ensuring caller satisfaction</li><li>Collect and maintain feedback regarding services and communicate complaints to concerned departments</li><li>Handle difficult patients calmly and professionally and escalate when needed</li><li>Multitask and manage call volumes as per call process flow</li><li>Promote the services of the hospital to patients</li><li>Follow duty schedule including different shift timings as assigned by team leader/supervisor</li><li>Adhere to NMC regulations and policies related to infection control, patient safety & JCI</li><li>Support Continuous Quality Improvement and participate in quality assurance activities</li><li>Participate and contribute to scheduled in-house training programs</li><li>Exercise effective interpersonal skills with staff, colleagues and management</li><li>Maintain patient & staff confidentiality</li><li>Listen effectively to promote communication</li><li>Create and update doctors' calendars and maintain doctors' notes</li><li>Maintain duty change as per unit protocol</li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li>Minimum 1 year experience as a contact center agent in a patient focused environment</li><li>Experience operating a multi-line switchboard system</li><li>Good telephone etiquette and professionalism</li><li>Ability to manage multiple calls and multitask</li><li>Experience with appointment management and handling patient enquiries</li><li>Capable of maintaining KPIs and working across shifts</li><li>Good interpersonal and communication skills</li><li>Ability to handle difficult patients calmly and escalate when necessary</li><li>Familiarity with quality assurance and continuous improvement practices</li><li>Knowledge of NMC regulations, infection control, patient safety & JCI standards</li></ul>

<ul><li><p>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls</p></li><li><p>Maintaining departmental KPI’s.</p></li><li><p>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.</p></li><li><p>Responsible for attending to all the incoming patient calls promptly, without delay.</p></li><li><p>Ensures call backs are completed in a timely manner.</p></li><li><p>Maintains clarity in communication and pleasant tone of voice at all times.</p></li><li><p>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.</p></li><li><p>Assists the patient in the best way possible and creating a good impression</p></li><li><p>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.</p></li><li><p>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.</p></li><li><p>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.</p></li><li><p>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.</p></li><li><p>Multitask and manage the call volumes as per the call process flow.</p></li><li><p>Promote the services of the hospital to patients.</p></li><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</p></li><li><p>Strictly adheres to NMC’s regulations and policies especially those related to infection control,&nbsp; patient safety & JCI.</p></li><li><p>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.</p></li><li><p>Participates and contributes to scheduled in-house training programs.</p></li><li><p>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.</p></li><li><p>Maintains patient & staff confidentiality.</p></li><li><p>Demonstrates the ability to listen to others in promoting effective communication.</p></li><li><p>Appointment management including no shows, confirmation, cancellation & rescheduling.</p></li><li><p>Doctors calendar creation and updating & maintaining doctors notes.</p></li></ul><p>Maintaining the duty change as per the unit protocol</p><p><strong>Desired Candidate Profile</strong></p><ul><li>Experience as a contact center agent in a patient-focused environment</li><li>Experience operating multi-line switchboard systems</li><li>Good telephone etiquette and communication skills</li><li>Ability to manage KPIs and work with supervisors/HOD to improve performance</li><li>Ability to handle difficult customers professionally and escalate when required</li><li>Multitasking and call volume management skills</li><li>Familiarity with appointment management processes and scheduling</li><li>Willingness to work shifts as per department needs</li><li>Understanding of patient confidentiality and healthcare regulatory standards (NMC, JCI)</li></ul>