Title Client Engagement Agent - Emirati
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Key skills for this role
About the Role
Mediclinic Middle East is hiring a Client Engagement Agent to provide patient assistance via phone, email, and social media. The role requires a High School Diploma, 1 year of contact centre experience, and basic Arabic language skills.
Key Skills for This Role
Responsibilities
- Attend to all incoming telephone calls promptly and professionally
- Schedule appointments according to set procedures
- Document all interactions and activities relevant to calls
- Conduct outbound calls efficiently and professionally
- Transfer calls correctly to appropriate staff
- Provide information about hospitals, clinics, departments, and services
- Document complaints and report incidents to supervisor
Requirements
- High School Diploma or equivalent (Grade 12)
- At least 1 year Contact/Call Centre experience in customer service operations
- Basic Arabic language skills
- Effective communication skills
- Computer skills (MS Office, Outlook, Avaya Aura, Trakcare)
- Relevant Bachelor's degree is an advantage
Full Job Posting
Main Purpose of Job
- Clearly communicate with and provide assistance to patients through multiple channels including telephone, email, social media and internet, promoting patient satisfaction.
Key Responsibility Areas
- Attend to all incoming telephone calls promptly, efficiently and professionally
- Schedule appointments according to set procedures and policies
- Document all interactions and activities relevant to the call
- Conduct all outbound calls efficiently, effectively and professionally
- Transfer calls correctly to appropriate staff and extensions
- Inform and provide information regarding MCME hospitals and clinics
- Document all complaints and report to Contact Centre Supervisor
Required Education
- High School Diploma or equivalent (Grade 12)
- A relevant Bachelor’s degree will be an advantage
Required Experience
- At least 1 year Contact/Call Centre experience in customer service operations
- Relevant experience in hospitality or healthcare environment will be an advantage
Required Job Skills And Knowledge
- Basic Arabic language skills
- Client service and related management principles
- Confidentiality and dealing with sensitive information
- Computer skills (MS Office, Outlook, Avaya Aura, Trakcare, Avaya/Cisco phones)
- Ability to work accurately and quickly
- Effective communication
- Medical terminology
- Verbal and written communication skills in English
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