Client Engagement Agent Part Time Emirati

Mediclinic Group; Abu Dhabi; On-site; AED 40,000 - 60,000; Full time

Job summary

Mediclinic Group is seeking a Customer Care/Call Centre professional to assist patients via telephone, email, social media, and online channels. The role focuses on accurate information dissemination and facilitating access to Mediclinic Al Ain Hospital and its networks.

The ideal candidate has at least 1 year in a call centre, strong English/Arabic communication, and familiarity with healthcare terminology.

Qualifications

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

Responsibilities

• Attend to all incoming telephone calls promptly and professionally.
• Schedule appointments according to procedures and policies.
• Document all interactions and wrap-up codes.
• Conduct outbound calls efficiently and professionally.
• Transfer calls to appropriate staff/extensions as needed.
• Inform and provide information about Mediclinic hospitals, clinics, departments and services.
• Document complaints and report incidents to improve service quality.

Skills

Arabic language skills

Client service

Confidentiality

MS Office

Outlook

Avaya Aura

Trakcare

Avaya/Cisco phones

Fast learner

English communication

Education

High School Diploma

Bachelor's degree (advantage)

Tools

MS Office

Outlook

Avaya Aura

Trakcare

Avaya/Cisco phones

Job description

Closing date:
Number of positions: 1
Recruiter name:Reem Mansoor
Reference number: 71499
Workplace Type:

Mediclinic Al Ain Hospital Abu Dhabi 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 Bachelors 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 quickly
• Effective 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.

Required Experience:

Unclear Seniority