Customer Service Representative - Sinhala Tamil Speaker

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

Job summary

A leading company in the BPO sector is seeking a Customer Service professional to handle incoming calls, manage inquiries, and resolve complaints. Candidates should possess a Bachelor's Degree, be fluent in Arabic and English, and have experience in customer service. The role involves updating systems, following procedures, and coordinating patient appointments effectively.

Qualifications

• Proficient in relevant computer applications.
• Experience in a call center or customer service environment preferred.
• Good data entry and typing skills.

Responsibilities

• Answer calls and handle patient inquiries.
• Manage and resolve patient complaints.
• Assist patients with appointment queries.

Skills

Customer service principles

Data entry

Fluency in Arabic

Fluency in English

Education

Bachelor's Degree or equivalent

Tools

Call center technology

Hospital Management System

Job description

Job Description

Job Summary

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

Duties & Responsibilities

• Answer calls and route them to the appropriate resource.
• Handle patient inquiries via telephone and email, following standard operating procedures, and escalate if no response after two transfers.
• Research required information using available resources.
• Manage and resolve patient complaints, transferring complex issues to qualified personnel.
• Provide customers with service information and hospital policies.
• Update the business connect system with new staff numbers and names.
• Identify and escalate priority issues.
• Follow up on patient calls as necessary.
• Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology).
• Stay updated with hospital memos, circulars, and call center updates.
• Handle tools entrusted by administration responsibly, ensuring they are used for official purposes only.
• Assist patients with appointment queries and bookings, including cancellations and rescheduling, as per OPD policy.
• Manage online appointment bookings via the website.
• Gather patient details for urgent appointments when no slots are available and coordinate with the OPD clinic for arrangements.
• Book appointments for all OPD procedures, ER referrals, and inpatient appointments.
• Handle patient complaints related to appointments and escalate as needed.
• Respond to inquiries, requests, and disputes over the phone, directing them to the appropriate department.
• Explain available services and hospital policies to patients.
• Update the Hospital Management System with any changes in clinic timings.
• Perform other related duties 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.
• Familiarity with call center telephony and technology.
• Experience in a call center or customer service environment preferred.
• Good data entry and typing skills.
• Knowledge of administrative and clerical processes.

Job Details

• Role Function: Customer Service
• Job Category: Customer Service
• Role Level: Mid-Level
• Work Type: Full-Time
• Country: United Arab Emirates
• City: Dubai
• Company Website: http://www.tafaseel.ae
• Company Industry/Sector: Outsourcing and Offshoring, Consulting

What We Offer

About The Company

Tafaseel BPO, a subsidiary of Tafaseel Group Holding, is a multi-award-winning leader in the Middle East's BPO sector. We employ over 2,000 professionals from 30 nationalities, offering services in 20 languages. With strategically positioned sites across the UAE, KSA, Bahrain, and Egypt, and continuously expanding, we deliver a comprehensive suite of 14 business process outsourcing services. Our expertise includes contact center outsourcing, HR outsourcing, digital transformation, IT outsourcing, knowledge process outsourcing, and more. Leveraging skilled workforce, rigorous processes, advanced technology, and state-of-the-art facilities, we serve Fortune 500 companies, government entities, startups, and SMEs across 12 industries.

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