Customer Service Representative - Amharic Speaker

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

Job summary

A leading company in the healthcare sector is seeking a customer service representative to manage incoming calls and inquiries. The role involves handling patient complaints, booking appointments, and providing information about services and hospital policies. Candidates should possess a Bachelor's degree, be fluent in Arabic and English, and have experience in a call center environment.

Qualifications

• Fluent in both Arabic and English.
• Some experience in a call center or customer service environment.
• Good data entry and typing skills.

Responsibilities

• Answer calls and route calls to appropriate resources.
• Manage and resolve patient complaints and transfer to qualified personnel.
• Update the Hospital Management System with any changes in clinic timings.

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

1. Answer calls and route calls to appropriate resources.
2. Handle patient inquiries telephonically and convert inquiries to emails according to standard operating procedures; send to relevant departments if no answer after transferring the line twice.
3. Research required information using available resources.
4. Manage and resolve patient complaints and transfer to qualified personnel for resolution.
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 patients' calls when necessary.
9. Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology on-call).
10. Stay updated with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave, and appointments).
11. Care for entrusted tools such as computers and headsets, ensuring they are used solely for official purposes.
12. Assist patients with queries regarding appointments and help with booking, rescheduling, or canceling appointments as per OPD policy.
13. Handle online appointment bookings through the website.
14. In cases of urgent needs with no available slots, gather patient details and email to OPD Clinic for overbooking or walk-in arrangements.
15. Book appointments for all outpatient procedures, ER referrals, inpatient appointments, and fracture lists.
16. Handle patient complaints related to appointments and escalate as needed.
17. Respond to patient inquiries and requests, routing them to the appropriate department or staff.
18. Explain available services and hospital policies to patients.
19. Manage patient complaints calls and communicate with the PRO office as per the process.
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 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.