Call Centre and Leads Management Officer

Skills Hub Recruitment Solutions; Abu Dhabi; On-site; AED 111,600 - 167,400; Full time

Job summary

A healthcare recruitment agency in Abu Dhabi is seeking a Call Centre and Leads Management Officer to convert leads into satisfied patients. This role requires excellent communication skills, empathy, and strong organizational abilities. With at least 1-2 years of relevant experience, candidates will engage with potential patients, manage schedules, and ensure exceptional customer service in a dynamic environment.

Qualifications

• Min. 1-2 years in tele sales or customer service, ideally in healthcare.
• Fluent communication skills in English and Arabic.
• Ability to multitask effectively.

Responsibilities

• Engage potential patients via phone and email.
• Build relationships and understand patient needs.
• Manage appointment calendars efficiently.
• Conduct follow-up calls and emails.
• Monitor lead conversion metrics.

Skills

Tele sales experience

Customer service

Excellent communication

Empathy

Organizational skills

Adaptability

Results-driven

Teamwork

Fluency in English and Arabic

Job description

Call Centre and Leads Management Officer

JobTitle: 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