Contact Centre Coordinator

Mediclinic Group; Abu Dhabi; On-site; AED 72,000 - 144,000; Full time

Job summary

Mediclinic Group in Abu Dhabi is seeking a Contact Centre Associate to communicate with patients across phone, email, social media and the internet to promote satisfaction. You will provide support to patients and guidance to Contact Centre agents.

Responsibilities include handling calls promptly, scheduling appointments, documenting interactions, and escalating complaints while contributing to continuous improvement of agent skills and service quality.

Qualifications

• Essential: High School Diploma or equivalent (Grade 12). Proficient in English and Arabic (Verbal and Written).
• Desired: 3 years Bachelor’s Degree.

Responsibilities

• To answer and deal with all incoming telephone calls promptly, efficient and in a professional manner.
• 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.
• To facilitate back up plans in the event of unplanned absence or unexpected call volumes and to review rota and highlight anomalies to Supervisor.
• To conduct all outbound calls in an efficient, effective and professional manner.
• To raise system faults or outages to Local IT and Engineering teams.
• 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.
• Provide guidance and support to team regarding patient complaint handling and ensure accurate documentation escalation and resolution of complaints.
• To participate in developing continuous improvement of agent skills knowledge and capabilities as well as the improving services of the Contact Centre.

Skills

Verbal communication

Written communication

English proficiency

Arabic language

Customer service

Multichannel support

Education

High School Diploma or equivalent

Bachelor's Degree

Tools

MS Office

Job description

Closing date: 04/03/2026
Number of positions: 1
Recruiter name:Reem Mansoor
Reference number: 67639

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 Bachelors Degree

REQUIRED EXPERIENCE

Essential: Minimum 2 years 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 and become a part of the Mediclinic Middle East Family

Required Experience:

IC