Contact Center Agent – Healthcare (Emirati Talent)

About the role

The Contact Center Agent will be the first point of contact for patients and customers of M42’s Abu Dhabi Telemedicine Centre. Working in a fast‑paced environment, you will provide accurate information, schedule appointments and ensure a seamless experience across multiple communication channels.

Key responsibilities

• Respond to patient and customer inquiries via phone, email and other channels in a professional and timely manner.
• Schedule appointments, provide details on services, physicians, referrals, events and campaigns.
• Handle concerns and complaints, ensuring prompt resolution or appropriate escalation.
• Maintain accurate customer records and support registration and information‑update processes.
• Collaborate with internal departments to obtain information and resolve issues effectively.
• Follow contact‑centre best practices to deliver high‑quality customer service.
• Document all interactions accurately and adhere to established procedures and policies.
• Contribute to continuous‑improvement initiatives aimed at boosting satisfaction and operational efficiency.

Required profile

• Bachelor’s degree.
• Minimum 2 years experience in a healthcare contact centre, customer service or a related healthcare environment.
• Excellent knowledge of medical terminology.
• Strong computer, data‑entry and multitasking abilities.
• Fluent in written and spoken English and Arabic.
• Excellent communication, customer‑service and problem‑solving skills.
• Ability to manage interactions professionally in a fast‑paced setting.

Required skills