Client Engagement Agent - Emirati

Mediclinic International; Abu Dhabi; On-site; AED 45,000 - 78,000; Full time

Job summary

Mediclinic Al Ain Hospital in the United Arab Emirates seeks a customer-focused Call Centre Agent to assist patients across phone, email and social channels. The role emphasizes accuracy, confidentiality, and professional communication while guiding patients through services and locations.

You will manage appointment bookings, document interactions, and provide information on hospital services, departments and directions.

Qualifications

• 1 year of contact/call centre experience in a customer service environment.
• Hospitality or healthcare experience is a plus.
• Basic Arabic language proficiency.
• Excellent verbal and written communication.
• Ability to handle confidential information.

Responsibilities

• Answer incoming calls promptly and professionally.
• Schedule appointments according to procedures.
• Document interactions with wrap-up codes.
• Conduct outbound calls in a professional manner.
• Transfer calls to appropriate staff or extensions.
• Provide information about Mediclinic Al Ain Hospital, departments, directions and services.
• Document complaints and report incidents to the Contact Centre Supervisor.

Skills

Arabic basics

Customer service

Confidentiality

MS Office

Outlook

TrakCare

Avaya/Cisco phones

English communication

Medical terminology

Written communication

Computer skills

Education

High School Diploma

Bachelor’s degree advantageous

Tools

Avaya Aura

TrakCare

MS Office

Outlook

Job description

Job description

Closing date: 24/11/2026

Number of positions: 1

Mediclinic Al Ain Hospital | Al Ain | United Arab Emirates

MAIN PURPOSE OF JOB

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

KEY RESPONSIBILITY AREAS

• Attend toall incoming telephone calls promptly, efficiently and in a professional manner
• Schedule appointments according to set procedures and policies
• Document all interactions and activities relevant to the call and uses appropriate Wrap-up code
• Conduct all outbound calls in an efficient, effective and professional manner
• Transfer calls correctly to the appropriate staff and/or extensions as needed and required
• Inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services
• 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 EDUCATION

• High School Diploma or equivalent (Grade 12)
• A relevant Bachelor’s degree will be an advantage

REQUIRED EXPERIENCE

• At least 1 year Contact/Call Centre experience in a customer service operations environment
• Relevant experience in a hospitality or healthcare environment will be an advantage

REQUIRED JOB SKILLS AND KNOWLEDGE

• Basic Arabic language skills
• Client service and related management principles
• Confidentiality and dealing with sensitive information
• Demonstrate computer skills (MS Office, Outlook, Avaya Aura, Trakcare, Avaya/Cisco phones)
• Demonstrate the ability to work accurately and quicklyEffective communication
• Medical terminology
• Verbal and written communication skills in English

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.