Client Engagement Agent - Emirati

About the role

The Client Engagement Agent will serve as the first point of contact for patients, handling inquiries across multiple channels such as phone, email, and social media. The role focuses on delivering accurate information and ensuring a high level of patient satisfaction while supporting the operations of Mediclinic Al Ain Hospital.

Key responsibilities

• Answer incoming telephone calls promptly, schedule appointments, and document all interactions using appropriate wrap‑up codes.
• Make outbound calls efficiently, transfer calls to the correct staff or extensions, and provide information about hospital services, physicians, and directions.
• Record complaints and incidents, reporting them to the Contact Centre Supervisor for continuous service improvement.

Required profile

• High School Diploma (Grade 12) required; a relevant Bachelor’s degree is an advantage.
• At least 1 year of experience in a contact/call centre environment, preferably in hospitality or healthcare.
• Basic Arabic language skills and strong verbal and written English communication.

Required skills

• Proficiency with MS Office and Outlook.
• Experience using Avaya Aura, Trakcare, and Avaya/Cisco phone systems.
• Ability to handle confidential and sensitive information accurately and quickly.