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    • Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
    • View all NMC Healthcare jobs - Dubai jobs - Call Center Representative jobs in Dubai
    • Salary Search: Call Center Executive salaries in Dubai
    • See popular questions & answers about NMC Healthcare
    • 1+ years of experience in a call center or contact center setting.
    • Handle incoming calls and manage outgoing calls as required.
    • 1-3 years experience in a contact centre or frontline customer service role.
    • Handle inbound calls/emails via the contact centre platform (e.g., Genesys) and…
    • Previous experience in telecalling, telesales, call centre operations, or customer service preferred.
    • Update every call and lead status accurately in the CRM.
    • Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service…
    • Minimum 2+ years of experience in customer service or call centre roles.
    • Ability to multitask and handle high call volumes.
    • High school diploma or equivalent.
    • Follow call scripts, quality standards, and compliance guidelines.
    • Achieve daily/weekly/monthly call handling and performance targets.
    • Follows up with customers as needed (e.g., call backs).
    • 0 – 2 Experience in a customer service or call center environment, preferably within healthcare or…
    • Key Responsibilities: Handling incoming calls, welcoming visitors, managing reception duties, and providing customer support.
    • Pay: From AED2,500.00 per month.
    • Minimum 1 year call center experience needed.
    • Candidates should have strong spoken & written communication skills in both Arabic & English.
    • Proficiency in using call center software and standard office applications.
    • Previous experience working in a call center environment, preferably within a…
    • Follow Guidelines: Adhere to company scripts, policies, and performance metrics like call resolution time.
    • Escalate Concerns: Forward complex or unresolved…
    • Minimum of 3 years in a customer service or call center role.
    • Meet performance metrics including call quality, response time, and customer satisfaction.
    • Assist with basic administrative tasks related to customer handling, call logs, and documentation.
    • Ability to manage high call volumes, multitask, and stay…
    • Call centre: 1 year (Preferred).
    • Previous experience in healthcare, homecare, medical center, laboratory, hospital, call center, or customer service is…

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Call Center Executive
NMC Healthcare
·
3.7
Dubai
Full-time
Apply on company site

Job details

Pay information not provided
Full-time
Dubai

Full job description

Key Accountabilities


  • Managing the Patient Experience


Specific Responsibilities for this Role


  • Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls

  • Maintaining departmental KPI’s.

  • Liaising with the supervisor and the HOD to improve KPI’s and overall patient experience.

  • Responsible for attending to all the incoming patient calls promptly, without delay.

  • Ensures call backs are completed in a timely manner.

  • Maintains clarity in communication and pleasant tone of voice at all times.

  • Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.

  • Assists the patient in the best way possible and creating a good impression

  • Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.

  • Responsible for booking appointments as well as clarifying enquiries related to the hospital services.

  • Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.

  • Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.

  • Multitask and manage the call volumes as per the call process flow.

  • Promote the services of the hospital to patients.

  • Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department

  • Strictly adheres to NMC’s regulations and policies especially those related to infection control, patient safety & JCI.

  • Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.

  • Participates and contributes to scheduled in-house training programs.

  • Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.

  • Maintains patient & staff confidentiality.

  • Demonstrates the ability to listen to others in promoting effective communication.

  • Appointment management including no shows, confirmation, cancellation & rescheduling.

  • Doctors calendar creation and updating & maintaining doctors notes.

  • Maintaining the duty change as per the unit protocol.


Minimum Qualification & Experiences


Minimum 1 year experience as a contact center agent in a patient focused environment and operation of multi-line switchboard system.

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