Contact Center Agent

About the role

FakeehHealth, a healthcare group founded by the founders of Fakeeh Care Group in Saudi Arabia, is hiring a Contact Center Agent in Dubai. The role provides a high-quality, professional service to visitors at the reception, ensuring efficient communication and customer service. Candidates with experience in community engagement or corporate social responsibility (CSR) are valued.

Key responsibilities

• Handle inbound and outbound calls, emails, live chats, surveys, telesales and telemarketing, answering calls within the specified time frame.
• Update customer information in the system, document call details and follow up with customers as needed.
• Build customer interest in services and products, including upselling when appropriate, and respond to inquiries and complaints accurately and within the time frame.
• Achieve the requested Key Performance Indicators (KPIs) each month.
• Confirm appointment dates and times, coordinate with other departments for smooth patient flow, and escalate complex issues to senior team members.
• Prepare reports on appointment scheduling, booking trends and customer feedback.
• Enter OPD doctors' schedules, review the daily outpatient clinic schedule, apply cancellations, sick leave and schedule changes, and check physicians' leaves so clinics close during absences.
• Inform the Medical Records unit of duplicate records, cover OPD booking shortages, track appointments and assist patients with rescheduling or cancellations.
• Guide patients and families to OPD facilities and answer appointment-related questions.

Required profile

• 0 to 2 years of experience in a customer service or call center environment, preferably in healthcare or medical services.
• Competencies listed include adaptability and resilience, accountability, teamwork, talent management and development, and compassionate, effective communication.