Title Client Engagement Agent - Emirati
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Key skills for this role
About the Role
Mediclinic Middle East seeks a Client Engagement Agent in Abu Dhabi to assist patients via phone, email, social media, and internet. Requires at least 1 year contact/call centre experience and basic Arabic language skills.
Key Skills for This Role
Responsibilities
- Attend to all incoming telephone calls promptly, efficiently and in a professional manner
- Schedule appointments according to set procedures and policies
- Document all interactions and activities relevant to the call and use appropriate Wrap up code
- Conduct all outbound calls in an efficient, effective and professional manner
- Transfer calls correctly to the appropriate staff and/or extensions as needed
- Inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services
- Document all complaints and report all incidents to the Contact Centre Supervisor in a timely manner
Requirements
- High School Diploma or equivalent (Grade 12)
- At least 1 year Contact/Call Centre experience in a customer service operations environment
- Basic Arabic language skills
- Verbal and written communication skills in English
- Computer skills (MS Office, Outlook, Avaya Aura, Trakcare, Avaya/Cisco phones)
Full Job Posting
Main Purpose of Job
- Clearly communicate with and provide assistance to patients through multiple channels of communication including telephone, email, social media and the internet, in a manner that actively promotes patient satisfaction.
Key Responsibility Areas
- Attend to all incoming telephone calls promptly, efficiently and in a professional manner.
- Schedule appointments according to set procedures and policies.
- Document all interactions and activities relevant to the call and uses appropriate Wrap up code.
- Conduct all outbound calls in an efficient, effective and professional manner.
- Transfer calls correctly to the appropriate staff and/or extensions as needed and required.
- Inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services.
- Document all complaints and report all incidents to the Contact Centre Supervisor in a timely manner to ensure continuous improvement of own services as well as the services of the contact centre.
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 a customer service operations environment.
- Relevant experience in a 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.
- Demonstrate computer skills (MS Office, Outlook, Avaya Aura, Trakcare, Avaya/Cisco phones).
- Demonstrate the ability to work accurately and quickly.
- Effective communication.
- Medical terminology.
- Verbal and written communication skills in English.
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