Contact Center Officer

Dr soliman fakkeh hospital; Saudi Arabia; On-site; SAR 33,000 - 67,000; Full time

Job summary

Dr soliman fakkeh hospital is seeking a customer service representative to handle multiple communication channels in a healthcare setting. The role focuses on timely responses, accurate data entry, and effective patient scheduling within established procedures.

The candidate should have 0–2 years in customer support, a relevant diploma or degree, and fluency in English and Arabic to communicate with patients and teams across departments.

Qualifications

• 0–2 years experience in customer service or call center (healthcare preferred).
• High school diploma or bachelor's degree in healthcare administration, business administration or related field.
• Fluency in English and Arabic (oral and written).

Responsibilities

• Handle inbound/outbound calls, emails, chats, surveys, and telemarketing.
• Update customer information in system and document call details.
• Follow up with customers and achieve KPIs monthly.
• Schedule appointments accurately and minimize errors.
• Escalate complex issues to senior team members when needed.
• Provide information on services, policies and procedures.

Skills

Strong communication

Customer service

High-volume handling

Education

High school diploma

Bachelor’s degree in healthcare/business administration

Job description

Key Responsibilities and Duties

• 1 Handles inbound and outbound calls emails live chats surveys telesales telemarketing activities and other required forms of communication
• 2 Answers calls within the specified time frame based on business needs
• 3 Updates customer information in the system for both new and existing customers documenting all call details according to standard operating procedures
• 4 Follows up with customers as needed e g call backs
• 5 Builds customer interest in services and products including upselling when appropriate
• 6 Responds to customer inquiries and complaints accurately and within a specified time frame offering advice and solutions for issues
• 7 Achieves the requested KPIs Key Performance Indicators monthly
• 8 Ensures accurate appointment scheduling by confirming dates times and other details with customers to minimize errors and miscommunication
• 9 Assists customers with general information regarding services policies and procedures to guide them effectively
• 10 Coordinates with other departments to ensure smooth patient flow and timely bookings
• 11 Escalates complex issues or complaints to senior team members as needed ensuring that problems are addressed promptly and effectively
• 12 Prepares reports and updates on appointment scheduling booking trends and customer feedback to support ongoing improvements in service delivery
• 13 Other duties as assigned within the scope of the job

Skills and Abilities:

• - Strong communication skills.
• - Excellent customer service skills.
• - Ability to handle a high volume of calls or inquiries in a timely and efficient manner.

Experience:

0 2 Experience in a customer service or call center environment, preferably within healthcare or medical services.

Education:

High school diploma / bachelor's degree in healthcare administration, business administration, or related field.

Language:

Excellent command of both oral and written English & Arabic.

Licenses / Certifications:

N/A