Customer Service Representative - Urdu/Hindi Speaker

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

Job summary

A leading healthcare provider in Ajman is seeking a Customer Service Representative to manage incoming calls, address patient inquiries, and handle complaints. This role involves utilizing computer applications and requires fluency in both Arabic and English. The ideal candidate will have a Bachelor's degree and some experience in a customer service or call center environment.

Qualifications

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

Responsibilities

• Answer calls and route them to appropriate resources.
• Manage and resolve patient complaints.
• Assist patients with appointment queries and bookings.

Skills

Customer service principles

Call center telephony

Data entry

Typing skills

Fluency in Arabic

Fluency in English

Education

Bachelor's Degree or equivalent

Tools

Relevant computer applications

Job description

Job Summary

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

Duties & Responsibilities

1. Answer calls and route them to appropriate resources.
2. Handle patient inquiries telephonically and convert inquiries into emails according to standard operating procedures; send to relevant departments if no answer after two transfers.
3. Research required information using available resources.
4. Manage and resolve patient complaints and escalate to qualified personnel when necessary.
5. Provide customers with service information and hospital policies.
6. Update the business connect with new staff numbers and names of new staff joining the hospital.
7. Identify and escalate priority issues.
8. Follow up on patient calls when necessary.
9. Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology).
10. Stay updated with hospital circulated information (memos/circulars) and call center updates (External Calls workbook—updates, leave, appointments).
11. Care for tools entrusted by administration (e.g., computer, headset); ensure they are used solely for official purposes.
12. Assist patients with their appointment queries and booking, including cancellations and rescheduling as per OPD policy.
13. Handle online appointment bookings through the website.
14. If no slots are available, gather patient details (MRN, name, contact info) and email to OPD Clinic for overbooking or walk-in arrangements.
15. Book appointments for all OPD procedures, ER referrals, and inpatient lists.
16. Respond to patient complaints related to appointments and escalate as needed.
17. Respond to inquiries and requests, routing them appropriately.
18. Explain available services and hospital policies to patients.
19. Manage patient complaints and communicate with PRO office as per procedures.
20. Update the Hospital Management System with any changes in clinic timings.
21. Perform related tasks as assigned by the client representative.

Education and Experience

• Bachelor's Degree or equivalent.
• Proficient in relevant computer applications.
• Fluent in 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.