Customer Service Representative - Swahili Speaker

Tafaseel Group Holding; Dubai; On-site; AED 30,000 - 45,000; Full time

Job summary

A leading company in the healthcare sector is seeking a Customer Service Representative to manage incoming calls, assist patients with inquiries, and handle appointment bookings. The ideal candidate should possess a Bachelor's degree, be fluent in Arabic and English, and have some experience in a call center environment. This role is crucial for ensuring effective communication and service delivery within the hospital.

Qualifications

• Bachelor's Degree or equivalent required.
• Fluent in both Arabic and English.
• Some experience in a call center or customer service environment.

Responsibilities

• Answer incoming calls and handle patient inquiries.
• Manage and resolve complaints, transferring calls as needed.
• Book and manage appointments according to hospital policies.

Skills

Customer service principles

Call center technology

Data entry

Bilingual (Arabic and English)

Education

Bachelor's Degree or equivalent

Tools

Computer applications

Job description

Job Summary

Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems, and provide information.

Duties & Responsibilities

• Answer calls and route calls to appropriate resources.
• Handle patients' inquiries telephonically and convert their inquiries to emails according to standard operating procedures; send to relevant department if no answer after transferring the line twice.
• Research required information using available resources.
• Manage and resolve patients' complaints and transfer to qualified personnel to resolve their issues.
• Provide customers with service information and hospital policies.
• Update the business connect with new staff numbers and names of new staff joining the hospital.
• Identify and escalate priority issues.
• Follow up on patients' calls when necessary.
• Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology on-call, etc.).
• Update oneself with information circulated within the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave, and appointments).
• Take good care of tools entrusted by the administration (e.g., computer, headset); these are for official use only and should be used with caution.
• Assist patients with their queries regarding appointments.
• Book new appointments as per OPD policy and inform patients of all necessary information before their visit.
• Cancel and reschedule appointments as per patient requests.
• Handle online appointment bookings through the website.
• If no slots are available and the patient needs urgent care, gather patient details (e.g., MRN No., name, contact information) and send via email to OPD Clinic for arranging overbooking or walk-in appointments.
• Book appointments for all OPD procedures, ER referrals (routine and inpatient appointments), and ER fracture lists.
• Handle patient complaints related to appointments and transfer to qualified personnel.
• Respond to patient inquiries, requests, or disputes over the phone and route them to the appropriate department or staff.
• Explain available services and hospital policies to patients.
• Manage patient complaints calls and communicate with PRO office as per the process.
• Update the HMS system with any changes in clinic timings.
• Perform related work as assigned by the client representative.

Education and Experience

• Bachelor's Degree or equivalent.
• Proficient in relevant computer applications.
• Fluent in both Arabic and English.
• Knowledge of customer service principles and practices.
• Knowledge of call center telephony and technology.
• Some experience in a call center or customer service environment.
• Good data entry and typing skills.
• Knowledge of administrative and clerical processes.