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Contact Centre Coordinator

Closing date: 18/09/2021 
Number of positions: 1
Recruiter name: Niall Seweify 
Reference number: 17176 

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

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

Provide support and guidance to Contact Centre agents

KEY RESPONSIBILITY AREAS

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

2. To schedule appointments according to set procedures and policies and to appropriately document all interactions and activities relevant to the call and uses appropriate Wrap-up code

3. To facilitate back up plans in the event of unplanned absence or unexpected call volumes and to review rota and highlight anomalies to Supervisor

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

5. To raise system faults or outages to Local IT and Engineering teams

6. To inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services to patients and to provide guidance to physicians and hospital/clinic management on Contact centre processes

7. Provide guidance and support to team regarding patient complaint handling and ensure accurate documentation, escalation and resolution of complaints

8. To participate in developing continuous improvement of agent skills, knowledge and capabilities as well as the improving services of the Contact Centre

 

 

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 2 year’s Contact/Call Centre experience in a customer service operations environment

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

REQUIRED JOB SKILLS AND KNOWLEDGE

Basic medical terminology
Client service and related management principles
Computer literacy and proficiency in MS Office applications
Confidentiality and dealing with sensitive information
Demonstrate the ability to work accurately and quickly
Effective communication using various communication media
Verbal and written communication skills in English
Verbal and written communication skills in English (Arabic will be an advantage)

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


Job Segment: Call Center, Medical, Engineer, Customer Service, Healthcare, Engineering

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