1 096 Call Center jobs in the United Arab Emirates

Press Tab to Move to Skip to Content Link

Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place.

Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai’s endless dunes and rich culture.

About The Role

The call center Agent will be the liaison between our company and its current and potential customers.

Key Duties and Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Experience & Educational Requirements

• High School Degree
• Previous experience in a customer support role
• Familiarity with systems and practices
• Strong phone and verbal communication skills, along with active listening
• Track record of over-achieving quota
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities and manage time effectively

Join a team that is warm,caring, connected and empoweredto create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Provides telephonic scheduling for patients calling with one of the many services of the American Hospital Dubai. Coordinates booking of appointments to optimize clinic function. Supports the successful achievements of Clinic Operations strategic goals. Executes the scope of services of each Clinic represented and will aid in directing the patients to the most proper clinic for their specific needs.

• Supports the team members by answering daily inquiries.
• Provides coaching, guidelines and education to the team members.
• Monitors the skillsets assignment and the workflow and the volumes.
• Provides the approved quality training and ensures the efficiency of the team members.
• Assesses daily call quality using the call recording system.
• Assists call centre agents with handling the complaints and patients’ challenges.
• Monitors the real-time display screen and applies the necessary changes in order to maintain the target of the abandoned call.
• Assigns daily breaks and monitor the agent’s attendance.
• Monitors the agent’s productivity and provides a daily agent performance report.
• Assists the team leader with the daily duty of Rota.
• Prioritizes tasks ensuring effective functioning of the area.
• Follows the chain of command in reporting incidents or concerns.
• Prioritizes workload and completes correspondence in a timely manner.
• Provides information to prospective customers and hospital staff by answering all specific inquiries regarding patients’ queries.
• Ensures a safe working environment through strict compliance with the Hospital Policies and Procedures regarding safety, infection and security.
• Promotes incident and customer complaint reporting to improve patient and family care.
• Answers phone calls in a polite and cordial manner.
• Facilitates patients to find the most appropriate physician for their questions and/or health-related complaints.
• Provides patients with a brief history of physicians’ accreditations and areas of speciality and other data which is relevant to the appointment type.
• Enters, modifies, or updates patient information, upon calling, in the iConnect system according to established criteria.
• Transfers call to the Call Center Nurses when appropriate. Does not answer any medical/nursing-related questions or give medical/nursing advice.
• Schedules and books appointments as requested appropriately into iConnect and follows the clinic’s guidelines in the booking process.
• Confirms appointments through SMS and/or phone calls as per policy.
• Transfers to a different physician, cancels or reschedules patients’ appointments as per policy.
• Ensures charts are made available in the clinics at the appointment time by ordering them online from Medical Records or calling Medical Records if necessary.
• Informs walk-in patients telephonically regarding waiting time. Places remark on “Scheduler Note”. For example, patients are informed regarding waiting time.
• Informs new customers to arrive 15 min prior to appointment time and to bring identification card and insurance card according to clinic guidelines.
• Completes electronic telephone message form and emails it to the correct clinic with necessary details intact.
• Sends SMS messages out before 10:00 a.m. for the next day’s appointments.
• Follows-up calls are placed to those patients who have not confirmed their appointment times via SMS.
• Maintains current insurance expertise to answer basic questions from patients regarding insurance-related issues such as General Exclusions.
• Overbooks physicians according to clinic-defined standards.
• Ensures that all departmental reports and audit tools are compiled and completed timely and accurately.
• Assists in the orientation of new staff members to the Call Center.
• Facilitates efficient Call Center function by consulting and communicating with all co-workers.
• Maintains complete product knowledge at all times of all hospital features/services/prices/packages and hours of operations.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.

• High school graduate

PROFESSIONAL EXPERIENCE:

• Excellent English and Arabic verbal/written communication skills
• Basic computer literacy
• Exposure to/experience with customer service principles
• Medical Terminology/or exposure to a medical environment
• Knowledge of adequate Medical Terminology
• Demonstrate computer literacy and efficiency
• Previous operator or call centre experience is preferable

Call Center Agents use their knowledge of company products, services, and policies to assist callers with orders, inquiries, complaints, or problems. They speak with customers, listen to them to gain a better understanding of their needs, and offer possible solutions.

1. Answering or making calls to clients to learn about and address their needs, complaints, or other issues with their orders or services.
2. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
3. Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
4. Building lasting relationships with clients and other call center team members based on trust and reliability.
5. Utilizing software, databases, scripts, and tools appropriately.
6. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
7. Making sales or recommendations for products or services that may better suit client needs.
8. Taking part in training and other learning opportunities to expand knowledge of company and position.
9. Adhering to all company policies and procedures.

1. Minimum high school academic qualification.
2. Minimum 1 year of experience in a similar position.
3. Exceptional customer service, active listening, and verbal and written communication skills, with a professional phone voice.
4. Understanding of company products, services, and policies.
5. Proficiency with computers, especially with CRM software, and strong typing skills.
6. Positive, dynamic, creative, and dedicated team player with the ability to work in a multicultural environment and under difficult conditions, while possessing additional competencies.

1. Managing amounts of inbound and outbound calls in a timely manner.
2. Contacting potential or existing customers to inform them about our service.
3. Answering questions about our service or the company.
4. Filing and updating contact information of employees, customers, suppliers, and external partners.
5. Flexibility to work in shifts.

1. Proficient in MS Office is a must.
2. Administrative/Secretary experience.
3. Receptionist/Secretary experience: 1 year (Preferred).

Manage large amounts of inbound and outbound calls in a timely manner.

1. Follow communication "scripts" when handling different topics.
2. Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
3. Seize opportunities to upsell products when they arise.
4. Build sustainable relationships and engage customers by taking the extra mile.
5. Frequently attend educational seminars (provided by the management) to improve knowledge and performance level.
6. Meet personal/team qualitative and quantitative targets.

Requirements

1. Should have Fluent English to deal with international Clients.
2. Must be based in Dubai.
3. Experience in a call/contact center environment.
4. Healthcare industry experience is a must.
5. Ability to multi-task swiftly, set priorities and manage time effectively.
6. Customer focus and adaptability to different personality types.
7. Positive demeanor with a high level of emotional intelligence and independence.

The job of Call Center employee is to receive and answer calls from patients requiring medical services or clarification regarding a medical entity, including appointments and scheduling of the patient to their desired doctors. Hospital Call Center can be of two types – inbound (received calls) and outbound (make calls). In either case, the call center employee has to be well versed with medical information and must have the ability to convey the information in a clear manner.

1. Handle all inbound & outbound calls.
2. Represent the hospital in a professional manner and maintain a high standard of telephone etiquette following the telephone technique guidelines.
3. Endeavor to answer caller questions and resolve inquiries during the initial call.
4. Assist callers in identifying needs and then routing calls appropriately.
5. Provide the hospital directory to the hospital staff and doctors, by giving the extension number and mobile number of the person or doctor they are intended to call.
6. Serve as a link to the patients, doctors, and staff by connecting the call accordingly after obtaining the caller's requirement.
7. Announce notifications and Hospital Emergency Codes for the entire hospital when urgency arises.
8. Make public address announcements on a daily basis to monitor the clarity and quality of the overhead and document the acknowledgement received.
9. Update the information board with on-call doctors, code blue/code pink list, O.T/on-call together with doctor on-leave.
10. Receive calls from patients requiring medical services and provide accurate information regarding hospital facilities, doctor's details, insurance coverage inquiries, hospital packages, and other miscellaneous queries.
11. Schedule appointments for patients with their desired specialists following the Appointment Policy Guidelines.
12. Convert inquiries to appointments by advising patients/callers to book an appointment or take a service with our doctors by providing significant information.
13. Handle all calls from existing patients for follow-up regarding laboratory results, upcoming OT/Endoscopic procedures, prescription inquiries, etc.
14. Collect feedback and send an e-message to the respective staff/doctor for necessary assistance of the existing patients.
15. Call patients to remind and confirm their appointments 24 hours prior to the appointment date.
16. Reschedule appointments based on patient requests.
17. Create additional or walk-in slots in the doctor's schedule when the clinic is fully booked, after coordination and obtaining doctor's approval.
18. Maintain a record of calls asking for services, insurance, etc., that are not available in the hospital.
19. Log each and every call as a "wrap-up call" for the purpose of the Department's Reports.
20. Validate the information on the board with on-call doctor's schedule, on-call staff, and other emergency codes to be prepared when an emergency arises.
21. Own the process of updating and maintaining the Employee Extension Directory to expedite relaying of calls.
22. Responsible for updating the "Call Center Master Sheet."
23. Assist and respond to new inquiries that Agents might encounter during the onset of the call.
24. Review the daily appointment confirmations done by the Agents.
25. Recheck emails sent by Agents to ensure patient concerns were sent to the correct department.
26. Responsible for blocking doctor's clinic schedules due to planned surgeries, internal meetings, outreach programs, Doctors Round, etc.
27. Act as point of contact for doctors related to rescheduling of appointments and blocking of their clinics.
28. Monitor and respond to online Appointment Requests and Inquiries through the Al Zahra Website.
29. Monitor and respond to all emails sent to the "Call Center Group" and take necessary action.
30. Coordinate with other Departments for monthly events e.g., Grand staff meeting, Grand Round, and make necessary arrangements for the clinic schedule.
31. Update and hand over to other Call Center Executives on the next shift all pending unsolved issues.

Minimum two (2) recent years of experience in the same field.

The role is hospital-based, providing day-to-day Human Resource activities work at the hospital premises.

• High school diploma or equivalent is required; a degree in a related field is a plus
• Prior experience in a customer service or call center role is preferred
• Strong communication skills, both verbal and written
• Ability to handle stressful situations and manage customer expectations effectively
• Proficient in using computer systems and CRM software
• Fluency in Arabic is preferred; knowledge of English is an advantage

Responsibilities:

1. Responsible for handling service/product related inquiries through calls, WhatsApp, social media, email or other sources. Also manages price inquiries, patient appointments and provides a high level of support and information to patients/guests.
2. Handle incoming calls from patients, addressing inquiries, scheduling appointments, and providing relevant information.
3. Make outbound calls to promote CosmeSurge services, follow up on patient appointments, confirmations, and conduct post-appointment surveys.
4. Effectively manage and prioritize patient leads, ensuring timely follow-ups for appointment scheduling and medical inquiries.
5. Educate patients on clinic services, appointment procedures, and any necessary preparations.
6. Input and update patient information accurately in the lead and call management systems.
7. Resolve/Escalate patient concerns, complaints, and inquiries in a timely and empathetic manner.
8. Maintain a thorough understanding of clinic services, policies, and procedures to provide accurate information to patients.
9. Monitor and manage patient feedback and reviews, addressing any issues and identifying areas for improvement.
10. Work closely with the Marketing, call center and lead management teams to contribute to the overall efficiency and effectiveness of the leads.
11. Document and track patient interactions and feedback for reporting and analysis purposes.
12. Maintain and provide relevant documents/trackers as per the operational requirements.
13. Carry out relevant tasks & assignments as required and requested by immediate supervisor/management.
14. Report on time to the shift and be flexible to move to another area if needed. Shall be flexible to change duty timing based on organization need.
15. Stay updated about the accepted insurance cards in the hospital/clinics.

Minimum Requirements:

Minimum 1-2 years in a similar organization.

Role: Call Center Agent

Location: Ras-Al-Khaimah

Role Purpose: To drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.

• Handle inbound & outbound calls according to procedures, guidelines, and schedules set by the organization call center.
• Proactively offer customers to register for IVR and SMS services according to procedures and guidelines.
• Escalate customer queries and complaints as necessary.
• Follow up with customers via telephone or email following initial sales contact.
• Explain products, services, and prices; answer all customer questions.
• Maintain politeness and courtesy when dealing with customers at all times.
• Obtain customer information such as name, address, and reactions of prospects contacted; enter orders into computers.
• Keep accurate data on all tasks performed as per the defined format.
• Secure and file customer documents appropriately.
• Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing ADIB customers.
• Meet or exceed the daily, weekly, and monthly sales targets set by management.
• Proactively cross-sell and up-sell various bank products to customers or callers that qualify.
• Escalate hazards or potential risks immediately via proper channels.
• Adhere to all ADIB policies.

• Communication Skills in bilingual languages (Arabic/English)
• Sales Skills
• Customer Resolution Skills

Only UAE National candidates are considered for this role.

Unclear Seniority