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Contact Centre Agent

Recruiter name: Niall Seweify 
Reference number: 122 

Mediclinic Corporate Office Abu Dhabi | United Arab Emirates | Abu Dhabi

MAIN PURPOSE OF JOB

To clearly communicate with and provide assistance to patients through multiple channels of communication including telephone, email, social media and the internet, in a manner that actively promotes patient satisfaction

REQUIRED EDUCATION

Essential: High School Diploma or equivalent (Grade 12) Proficient in English and Arabic (Verbal and Written)

Desired: 3 years Bachelor’s Degree

REQUIRED EXPERIENCE

Essential: Minimum 1 year Contact/Call Centre experience in a customer service operations environment

Desired: Experience in a hospitality or healthcare environment Service excellence project/operations

KEY RESPONSIBILITY AREAS

1. To answer and deal with all incoming telephone calls promptly, efficiently and in a professional manner

2. To schedule appointments according to set procedures and policies

3. To appropriately document all interactions and activities relevant to the call and uses appropriate Wrap-up code

4. To conduct all outbound calls in an efficient, effective and professional manner

5. To transfer calls correctly to the appropriate staff and/or extensions as needed and required

6. To inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services

7. Document all complaints and report all incidents to the Contact Centre Supervisor in a timely manner to ensure continuous improvement of own services as well as the services of the contact centre

REQUIRED JOB SKILLS AND KNOWLEDGE

Essential: Proficient in verbal and written English

Essential: Proficient in verbal and written Arabic (certain emirates more important than other – therefore both indications)

Essential: Demonstrate computer skills (MS Office, Outlook, Avaya Aura, Trakcare, Avaya/Cisco phones) 

Essential: Demonstrate ability to handle confidential and sensitive information in the correct manner 

Essential: Ability to communicate effectively via telephone and online channels

Essential: Demonstrate the ability to work accurately and quickly

Essential: Sound knowledge and understanding of client service principles

Essential: Medical terminology

All applicants will be considered, with the understanding that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program. If you wish to grow with us, apply now and become a part of the Mediclinic Middle East Family

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Shift Type:  Administration


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