Call Centre and Leads Management Officer

Skills Hub Recruitment Solutions; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Call Centre and Leads Management Officer to enhance patient engagement and conversion. In this vital role, you will utilize your exceptional communication skills to connect with potential patients, guiding them through their healthcare journey. Your ability to build relationships and provide personalized service will be key in promoting our healthcare offerings. Join a dynamic team where your contributions will directly impact patient satisfaction and care standards. If you are results-driven and passionate about helping others, this opportunity is perfect for you.

Qualifications

• 1-2 years of experience in tele sales or customer service, preferably in healthcare.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Engage with potential patients to convert leads into appointments.
• Deliver exceptional customer service and nurture patient relationships.

Skills

Tele sales experience

Customer service skills

Communication skills

Organizational skills

Multitasking

Empathy

Results-driven

Fluency in English

Fluency in Arabic

Education

Experience in healthcare industry

Tools

CRM system

Job description

Call Centre and Leads Management Officer

Job Title: Call Centre and Leads Booking Officer

Job Summary: Your primary responsibility will be to convert the leads generated by the marketing team into satisfied patients. Through effective communication, relationship-building, and exceptional customer service, you will play a crucial role in expanding our patient base and promoting the highest standard of care.

Job Responsibilities:

• Engage with potential patients via phone calls, email, and other communication channels to convert leads into appointments or consultations.
• Build strong and lasting relationships with potential and existing patients. Understand their needs, concerns, and preferences to provide personalized service.
• Develop a comprehensive understanding of our healthcare services and offerings. Effectively communicate the benefits of our services to potential patients, addressing any questions or objections they may have.
• Efficiently manage appointment calendars and schedules, ensuring optimal utilization of time slots and prompt follow-ups.
• Conduct follow-up calls and emails to nurture potential patients and guide them through the decision-making process, assisting them in making informed choices.
• Deliver exceptional customer service at all touchpoints, addressing inquiries, resolving issues, and ensuring a positive patient experience.
• Work closely with the marketing team to understand campaign strategies, target audience demographics, and marketing initiatives. Provide feedback on lead quality and suggest improvements.
• Monitor and analyze lead conversion rates, appointment booking rates, and other relevant metrics. Identify areas for improvement and implement strategies to increase conversion rates.
• Keep accurate records of all patient interactions, appointments, and outcomes in the CRM system.

Job Requirements:

• Min. experience of 1-2 years in tele sales, customer service, or a related field, preferably in the healthcare industry.
• Excellent communication skills, both verbal and written, with a friendly and persuasive demeanor.
• Empathy and a genuine desire to assist patients in making well-informed decisions about their healthcare needs.
• Strong organizational skills and the ability to multitask effectively in a fast-paced environment.
• Adaptability to learn about medical procedures and services to engage with potential patients confidently.
• Results-driven with a track record of meeting or exceeding sales targets.
• Ability to work independently and as part of a team.
• High level of integrity and adherence to ethical standards in dealing with patient information and inquiries.
• Fluent in English and Arabic.