Customer Service Representative - Urdu/Hindi Speaker

Tafaseel Group Holding; Ajman; On-site; AED 60,000 - 120,000; Full time

Job summary

A healthcare organization in Ajman seeks a Call Center Representative to answer and manage patient inquiries, resolve complaints, and book appointments. Candidates should possess a Bachelor's Degree and be fluent in Arabic and English, with strong customer service skills and proficiency in computer applications.

Responsibilities

• Answer calls and route them to appropriate resources.
• Manage and resolve patients’ complaints.
• Book appointments as per OPD policy.
• Respond to patient inquiries over the phone.

Skills

Fluent in Arabic

Fluent in English

Customer service principles

Data entry skills

Knowledge of call center technology

Education

Bachelor's Degree or equivalent

Tools

Relevant 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.

Responsibilities

• Answer calls and route calls to appropriate resource
• Handle patients’ inquiries telephonically and convert their inquiries to emails according to standard operating procedures; send to the relevant department if no answer after transferring the line twice
• Research required information using available resources
• Manage and resolve patients’ complaints and transfer to a qualified person to solve their complaint
• Provide customers with service information and hospital policy
• Update the business connect with new staff numbers and the names of new staff joining the hospital
• Identify and escalate priority issues
• Follow up patients’ calls when necessary
• Transfer the call internally between healthcare staff (e.g., on-call doctor, blood bank, radiology on call)
• Stay updated with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave and appointments)
• Take care of tools entrusted by the administration (e.g., computer, headset); use for official purposes only
• Receive calls from patients and help with queries regarding appointments
• Book new appointments as per OPD policy; inform patients of information they should know before their visit
• Cancel and reschedule appointments as per patient request
• Online booking of appointments (through website)
• If there are no slots available and a patient needs urgent appointment, gather all information (patient details, caller’s name, patient name, MRN, etc.) and send by email to OPD Clinic for arranging appointment as overbooking or walk-in
• Book appointments for all OPD procedures, ER referrals (routine appointments, inpatient appointment list, ER fracture list)
• Handle patient complaints related to appointments and transfer to a qualified person to resolve
• Respond to patient inquiries, requests, or disputes over the phone and route to the appropriate department or staff
• Explain the services available
• Provide patient with service information and hospital policy
• Manage patient complaint calls and communicate to PRO office as per the agreed process
• Update the HMS system with any changes in clinic timing
• Performs related work as assigned by 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 administration and clerical processes