Agent, Contact Center (Emirati Talent)
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Key skills for this role
About the Role
Abu Dhabi Telemedicine Centre (M42) is hiring a Contact Center Agent (Emirati Talent) to handle patient inquiries, schedule appointments, and provide exceptional customer service. Requires a Bachelor's degree and 2 years of experience in a healthcare contact center.
Key Skills for This Role
Responsibilities
- Respond to customer inquiries via phone, email, and other communication channels in a professional and timely manner
- Schedule appointments and provide information on services, physicians, referrals, events, and campaigns
- Handle customer concerns and complaints, ensuring prompt resolution or escalation when required
- Maintain accurate customer records and support registration and information update processes
- Collaborate with internal departments to obtain information and ensure effective issue resolution
- Deliver a high standard of customer service by following communication and contact center best practices
- Ensure accurate documentation of customer interactions and follow established procedures and policies
- Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency
Requirements
- Bachelor's Degree
- Minimum 2 years of experience in a healthcare contact center, customer service, or related healthcare environment
- Excellent knowledge of medical terminology
- Strong computer, data entry, and multitasking skills
- Fluency in written and spoken English and Arabic
- Excellent communication, customer service, and problem solving skills
- Ability to manage customer interactions professionally in a fast paced environment
Full Job Posting
Overview
- M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments.
- Abu Dhabi Telemedicine Centre (ADTC) is the centralized call center for the M42 network, serving as a seamless point of access for patients across the UAE and beyond.
- The Contact Center team serves as the primary point of contact for patients and customers, delivering exceptional service and support across multiple communication channels.
Responsibilities
- Respond to customer inquiries via phone, email, and other communication channels in a professional and timely manner
- Schedule appointments and provide information on services, physicians, referrals, events, and campaigns
- Handle customer concerns and complaints, ensuring prompt resolution or escalation when required
- Maintain accurate customer records and support registration and information update processes
- Collaborate with internal departments to obtain information and ensure effective issue resolution
- Deliver a high standard of customer service by following communication and contact center best practices
- Ensure accurate documentation of customer interactions and follow established procedures and policies
- Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency
Qualifications
- Bachelor's Degree
- Minimum 2 years of experience in a healthcare contact center, customer service, or related healthcare environment
- Excellent knowledge of medical terminology
- Strong computer, data entry, and multitasking skills
- Fluency in written and spoken English and Arabic
- Excellent communication, customer service, and problem solving skills
- Ability to manage customer interactions professionally in a fast paced environment
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