CONTACT CENTER OFFICER

Job Purpose

Key Responsibilities And Duties

• Handles inbound and outbound calls, emails, live chats, surveys, telesales, telemarketing activities, and other
• required forms of communication.
• Answers calls within the specified time frame based on business needs.
• Updates customer information in the system for both new and existing customers, documenting all call
• details according to standard operating procedures.
• Follows up with customers as needed (e.g., call backs).
• Builds customer interest in services and products, including upselling when appropriate.
• Responds to customer inquiries and complaints accurately and within a specified time frame, offering advice
• and solutions for issues.
• Achieves the requested KPIs (Key Performance Indicators) monthly.
• Ensures accurate appointment scheduling by confirming dates, times, and other details with customers to
• minimize errors and miscommunication.
• Assists customers with general information regarding services, policies, and procedures to guide them
• effectively.
• Coordinates with other departments to ensure smooth patient flow and timely bookings.
• Escalates complex issues or complaints to senior team members as needed, ensuring that problems are
• addressed promptly and effectively.
• Prepares reports and updates on appointment scheduling, booking trends, and customer feedback to support
• ongoing improvements in service delivery.
• Other duties as assigned within the scope of the job.
• All Fakeeh Care employees are responsible for continuous improvement, including:
• Performing all duties and tasks in a manner that supports Fakeeh’s Person-Centered care values.
• Actively contributing to continuous improvement initiatives, within the scope of the role.
• Adherence to safety protocols and proactively seeking to address any job-related safety concerns.
• Maintaining strict confidentiality of all sensitive information accessed or encountered during work.
• Complying with cybersecurity policies and standards to protect Fakeeh’s systems and participating in awareness
• training and initiatives to prevent cyber threats.
• Adhering to and upholding Fakeeh Care’s code of conduct, policies and ethical standards.
• Completion of mandatory education as per the requirement, at least one month prior to expiration.

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.