Call Center Jobs in UAE

<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>

<ul><li><p>Handle inbound and outbound calls from customers in a professional and courteous manner.</p></li><li><p>Respond to inquiries related to accounts, transactions, products, and services.</p></li><li><p>Assist customers with digital banking platforms, card services, and loan queries.</p></li><li><p>Record and escalate unresolved issues to the appropriate department.</p></li><li><p>Maintain accurate records of customer interactions in the system.</p></li><li><p>Ensure compliance with banking regulations, policies, and security protocols.</p></li><li><p>Promote bank products and services when appropriate.</p></li><li><p>Meet defined service level agreements (SLAs) and performance targets.</p></li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li><p>Bachelor’s degree or diploma (preferably in Business, Finance, or related field).</p></li><li><p>Previous experience in a call center or customer service role (banking experience preferred).</p></li><li><p>Strong communication and active listening skills.</p></li><li><p>Ability to handle high call volumes with patience and professionalism.</p></li><li><p>Basic knowledge of banking products and services.</p></li><li><p>Proficiency in MS Office and CRM/call center systems.</p></li><li><p>Multilingual skills (Arabic & English preferred).</p></li><li><p>Strong problem-solving skills and attention to detail.</p></li></ul>

<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>

???? We're Hiring: Telephone Operator???? Location: United Arab Emirates (Remote)???? Employment Type: Full-Time???? Experience Level: Entry-Level to Mid-Level???? Work Arrangement: Fully Remote About UsQuendrix is a growing international organization focused on customer experience, communication excellence, and business support. Our teams collaborate across Customer Service, Administration, Operations, Reception, and Business Support to ensure professional communication and efficient call handling across the organization. The Role We are seeking a friendly and professional Telephone Operator to manage incoming calls, direct inquiries to the appropriate teams, and provide excellent customer service while supporting daily communication operations. This is an excellent opportunity for a customer service, reception, call center, or administrative professional looking to grow their career in an international and fully remote working environment. Key Responsibilities Answer and manage incoming calls professionally and efficiently. Direct calls to the appropriate departments and team members. Work closely with Customer Service, Administration, Operations, Reception, and Business Support teams. Respond to general inquiries and provide accurate information. Record and relay messages promptly and accurately. Maintain call logs and communication records where required. Support outbound calls and follow-up communications when needed. Coordinate with internal teams to resolve customer inquiries. Prepare basic reports and communication updates. Maintain organized records and documentation. Help resolve routine communication and customer service issues. Support administrative tasks related to daily operations. Promote a positive customer experience through professional communication. Assist with cross-functional business support activities. Stay informed about communication and customer service best practices. Requirements Bachelor's degree in Business Administration, Communications, Customer Service, or a related field is preferred.1–2 years of experience in telephone operations, call center, reception, customer service, or a related role is an advantage. Excellent verbal communication and interpersonal skills. Strong organizational and time management abilities. Good attention to detail and problem-solving skills. Good written and verbal English communication skills. Experience with PBX systems, VoIP platforms, Microsoft Office, or CRM systems is an advantage. Familiarity with call handling, message management, or customer support processes is a plus. Ability to work independently and collaborate with international teams. UAE or GCC customer service experience is an advantage but not required. Relevant customer service or communication certifications are welcome but not mandatory. What We Offer???? Fully Remote Work Arrangement???? Full-Time Telephone Operations Position???? Career Growth & Professional Development☎️ Exposure to Customer Service & Business Communications???? International & Collaborative Working Environment???? Flexible Working Environment???? Opportunity to Support Regional & International Operations

<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. </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. </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>

Job Purpose To delight internal and external customers over the phone ( inbound & outbound -call back)<br>- Interact with customers over the phone, chat , email to understand their banking needs.<br>- Provide excellent customer service to achieve customer loyalty.<br>- Resolve problems over the live chat, email or telephone.<br>- Convert sales opportunities in order to meet financial targets.<br>- Clarify and explain procedures and products over the telephone.<br>- Capture and report customer feedback towards continual product development.<br><br>Key Result Areas Achieve the required KPI set in term of<br>Adherence<br>CRD<br>AHT<br>Quality score<br>post call suveuy<br>NPS<br>Key Result Areas (Continued)- Operates in a Call Centre environment where the interface with customers is over the telephone.<br>- Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.<br>- Mostly related to explaining procedures or providing information regarding retail banking products.<br>- Also involves root cause analysis and reversals of charges and fees when necessary.<br>Knowledge, Skills and Experience Knowledge, Skills and Experience (Continued)- University Graduate (preferably with some finance / banking or maths component).<br>- 1 – 3 years experience<br>- Very customer focused<br>- Computer literate<br>- Excellent communication skills<br>- Strong listening skills.

<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>

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

<p><br></p> <p>As a <strong>Quality Officer</strong> in the dnata Global Contact Centre you will, ensure highest level of quality service is delivered to dnata customers consistently within the local and regional Contact Centres (UAE and Middle East). Work with Contact Centre management team in order to ensure development and implementation of quality standards and processes across the Contact Centres. Own the Change Management process for the Contact Centres.</p> <p><strong><br></strong></p><p> <strong>In this role, you will:</strong> </p> <ul> <li>Implement quality criteria, standards and processes to ensure understanding and influence motivation in individuals and teams to achieve the desired quality levels. This criteria, standards and processes will be developed in conjunction with the Call Centre Manger (dnata).</li> <li>Work with the Contact Centre management team and other Contact Centre staff to devise and implement quality standards and processes covering all internal and external customer interactions.</li> <li>Regularly review agent and contact centre assessment criteria to ensure fit for purpose and in line with commercial objectives. Ensure that any criteria and quality standard documentation is up to date and calibrated across the contact centre using version control.</li> <li>Ensure regular quality monitoring is scheduled by the Reservation / Sales Officers and sufficient agent coaching time is being allocated for this.</li> <li>Perform regular quality audits within the Contact Centre to ensure calibration of quality standards is being achieved and make recommendations on changes based on the findings of these audits.</li> <li>Regularly review quality standards both within the local and regional Contact Centres to ensure consistency in assessment methods and criteria and recommend any required changes.</li> <li>Liaise with relevant departments across the business to identify areas for quality improvement internally. Suggest procedure, process or training solutions as appropriate.</li> <li>Produce quality monitoring reports and feedback results on trends and coaching opportunities to the Contact Centre management teams and make recommendations based on the findings.</li> <li>Identify training needs along with training department and carry our training gap analysis. Work closely with training to develop effective and relevant training plans.</li> <li>Be accountable for Change Management within the Contact Centre, both in terms of communicating and implementing quality standards and quality process related changes.</li> </ul><p><strong>Desired Candidate Profile</strong></p><p> <strong>To be considered for the role, you must meet the below requirements:</strong> </p> <ul> <li>Hold a Vocational or Diploma (12+2 or equivalent). </li> <li>Have 3 + years of experience in a customer service or call centre environment. </li> </ul> <p> <strong> You ll have an edge, if you:</strong> </p> <ul> <li>Have experience in coaching and people development, including delivering feedback and supporting performance improvement. </li> <li>Have experience implementing and managing quality assurance programmes, with knowledge of contact centre procedures and quality methodologies. </li> <li>Have strong analytical, problem-solving and process improvement skills, including process mapping and design. </li> <li>Have effective communication, stakeholder management and influencing skills, with proficiency in Microsoft Office (Word, Excel, Outlook).</li> </ul>

<p>To provide high customer service through attending customer interactions as well as to escalate through the correct internal channels to resolve customer complaints/issues with minimum TAT in order to achieve the established standard for quality call handling and enhanced customer's experience.</p><br><ul><li><p>Attending customer's interactions and efficiently gather related information to fulfill customer needs.</p></li><li><p>Professionally handle customer's interactions and ensure that issues are resolved both promptly and thoroughly.</p></li><li><p>Provide high class services and support on Bank's different products.</p></li><li><p>Maintain a high level of knowledge about the banks products and services and ensure customers are provided with full accurate information.</p></li><li><p>Adhere to all bank policies and procedures corporate security policies, regulatory guidelines, industry service standards and codes of conduct</p></li><li><p>Attend various training and learning programs to close the skill gaps and to ensure proper awareness about products and services, policies and procedures.</p></li><li><p>Cross sell and upsell different bank products.</p></li><li><p>Maintain effective relationship with superiors and colleagues to ensure Team work and professional work environment.</p></li><li><p>Adhere to Call Center scheduling, and maintain high level of adherence.</p></li><li><p>To be flexible to work with different line of businesses.</p></li></ul><p><strong>Desired Candidate Profile</strong></p><ul><li><p>Minimum High school/Diploma graduate</p></li><li><p>Minimum 0-1 years of experience in Call Center</p></li></ul>

<h4 >Full job description</h4><p ><strong>Job Title:</strong> Care Contact Center Agent<br><strong>Department:</strong> Care Department<br><strong>Reports To:</strong> Care Department Manager<br><strong>Location:</strong> Office-Based<br><strong>Working Hours:</strong> Full-Time</p><h3 ><strong>Job Purpose</strong></h3><p >The Care Contact Center Agent handles customer communication across different channels including calls, emails, social media, Google Chat, and reviews. The role focuses on providing excellent customer service, resolving complaints, maintaining brand standards, and ensuring customer satisfaction.</p><h3 ><strong>Key Responsibilities</strong></h3><ul><li><p >Handle incoming customer calls, inquiries, and complaints professionally.</p></li><li><p >Make outbound calls for customer support, follow-ups, and feedback.</p></li><li><p >Respond to emails, social media messages, Google Chat, and online reviews promptly.</p></li><li><p >Maintain and update Google listings and online platforms.</p></li><li><p >Manage customer orders and reservations.</p></li><li><p >Handle customer complaints calmly and professionally, aiming for quick resolution.</p></li><li><p >Record and categorize customer inquiries and complaints accurately.</p></li><li><p >Escalate complex issues to the relevant department when needed.</p></li><li><p >Follow up on pending customer concerns until resolved.</p></li><li><p >Coordinate PR invites and support special events.</p></li><li><p >Respond professionally during crisis situations, including negative comments or viral content.</p></li><li><p >Send marketing messages and customer updates when required.</p></li><li><p >Provide personalized service to VIP guests and ensure a smooth customer experience.</p></li><li><p >Participate in brand immersion activities and guest journey assessments.</p></li><li><p >Provide feedback to improve customer experience and operations.</p></li><li><p >Meet department and individual KPIs.</p></li></ul><h3 ><strong>Soft Skills</strong></h3><ul><li><p >Customer-focused with a positive attitude.</p></li><li><p >Strong problem-solving and communication skills.</p></li><li><p >Ability to stay calm and professional under pressure.</p></li><li><p >Team player with good coordination skills.</p></li><li><p >Flexible, proactive, and willing to learn.</p></li><li><p >Open to feedback and continuous improvement.</p></li></ul><h3 ><strong>Requirements</strong></h3><ul><li><p >Flexible to work shifts, weekends, public holidays, and overnight schedules.</p></li><li><p >Highly motivated and able to handle challenges.</p></li><li><p >Organized, punctual, and able to multitask.</p></li><li><p >Tech-savvy and comfortable using digital platforms.</p></li><li><p >Previous contact center experience, preferably in the GCC.</p></li><li><p >Fluent in Arabic and English, both spoken and written.</p></li></ul>

<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>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><span><strong>Key Accountabilities</strong></span></p><br><br><ul><li><p><span>Managing the Patient Experience&nbsp;</span></p><br></li></ul><br><br>Responsibilities:<br><p><span><strong>Specific Responsibilities for this Role</strong></span></p><br><br><ul><li><p><span>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls</span></p><br></li><li><p><span>Maintaining departmental KPI’s.</span></p><br></li><li><p><span>Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.</span></p><br></li><li><p><span>Responsible for attending to all the incoming patient calls promptly, without delay.</span></p><br></li><li><p><span>Ensures call backs are completed in a timely manner.</span></p><br></li><li><p><span>Maintains clarity in communication and pleasant tone of voice at all times.</span></p><br></li><li><p><span>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.</span></p><br></li><li><p><span>Assists the patient in the best way possible and creating a good impression&nbsp;</span></p><br></li><li><p><span>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.</span></p><br></li><li><p><span>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.</span></p><br></li><li><p><span>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.</span></p><br></li><li><p><span>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.</span></p><br></li><li><p><span>Multitask and manage the call volumes as per the call process flow.</span></p><br></li><li><p><span>Promote the services of the hospital to patients.</span></p><br></li><li><p><span>Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department</span></p><br></li><li><p><span>Strictly adheres to NMC’s regulations and policies especially those related to infection control,&nbsp; patient safety &amp; JCI.</span></p><br></li><li><p><span>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.&nbsp;</span></p><br></li><li><p><span>Participates and contributes to scheduled in-house training programs.&nbsp;</span></p><br></li><li><p><span>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.</span></p><br></li><li><p><span>Maintains patient &amp; staff confidentiality.</span></p><br></li><li><p><span>Demonstrates the ability to listen to others in promoting effective communication.</span></p><br></li><li><p><span>Appointment management including no shows, confirmation, cancellation &amp; rescheduling.</span></p><br></li><li><p><span>Doctors calendar creation and updating &amp; maintaining doctors notes.</span></p><br></li><li><p><span>Maintaining the duty change as per the unit protocol.</span></p><br></li></ul><br><br>Qualifications:<br><p><span><strong>Minimum Qualification &amp; Experiences</strong></span></p><br><br><p><span>Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.</span></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>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>

<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&nbsp;</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.&nbsp;</p></li><li><p>Participates and contributes to scheduled in-house training programs.&nbsp;</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><li><p>Maintaining the duty change as per the unit protocol.</p></li></ul><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 system</li><li>Strong telephone etiquette and professionalism</li><li>Ability to meet and improve KPIs</li><li>Effective interpersonal and communication skills</li><li>Ability to handle difficult callers calmly and escalate appropriately</li><li>Multitasking and call volume management skills</li><li>Familiarity with appointment management and scheduling processes</li><li>Willingness to work shifts as per department needs</li><li>Commitment to quality improvement and adherence to healthcare regulations (NMC, JCI)</li></ul>