Customer Care Officer - Pharmacist
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Key skills for this role
Role Overview
Serve customers and members by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining the customer database.
Provide accurate information and support to customers across multiple service channels.
Key Skills for This Role
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Job purpose
Serve customers and members by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining the customer database.
Provide accurate information and support to customers across multiple service channels.
Responsibilities and duties
- Receive inbound calls from customers and prospects through voice, chat, email, and web while meeting call quality and handling standards.
- Escalate discrepancies in tables of benefits, Ntouch parameters, and network issues to concerned departments.
- Answer customer inquiries and handle service requests efficiently, accurately, and politely.
- Provide first-level support for website and mobile application technical and functional queries.
- Migrate customers to website and mobile application channels.
- Handle complaints within authority limits and escalate complex issues appropriately.
- Keep up to date with service, procedure, and policy changes.
- Handle follow-up, light back-office work, customer calls, upselling, and call logs and reports.
- Manage Health hub appointments, NAS Club requests, and Basmah requests.
- Assess customer eligibility within UAE HAAD and DHA guidelines and policy boundaries.
- Maintain customer and company data confidentiality and follow assigned shift schedules.
Knowledge, skills, and experience
- A university degree in any discipline is required; a bachelor's degree is preferred in the structured education details.
- One to two years of customer service experience is required.
- Medical front office experience and medical terminology knowledge are preferred.
- Excellent oral and written communication, computer literacy, and English are required; Arabic is a plus.
- The role requires customer service orientation, decisiveness, listening, problem-solving, flexibility, empathy, patience, typing speed, and attention to detail.
- The role requires discretion with confidential information and the ability to remain calm during stressful, high-volume periods.
Schedule
- The employee must follow the assigned shift schedule and avoid late attendance.
Work location
- Work location is in person in Dubai.
- Employees must reliably commute to Dubai or plan to relocate before starting work.
Compensation
- Pay is AED 6,000 to AED 6,500 per month.
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