386 Phone Support jobs in the United Arab Emirates

Are you passionate about helping people and ensuring they have the best dental care experience? Do you excel in a fast-paced environment where every call is a chance to make a difference? If so, we want you to join our friendly team as a Dental Clinic Call Center Representative!

• Modern Environment : Work in a state-of-the-art dental clinic equipped with the latest technology.
• Supportive Team : Join a supportive and friendly team that values collaboration and patient care.

• Appointment Scheduling : Schedule and confirm patient appointments efficiently and accurately.
• Patient Inquiries : Answer patient questions regarding treatments, procedures, and services.
• Insurance Coordination : Assist patients with insurance verification and claims processing.
• Follow-Up Calls : Conduct follow-up calls to ensure patient satisfaction and address any concerns.
• Record Management : Maintain accurate patient records and update the clinic’s database.

• Experience : Previous experience in a dental clinic or call center environment is a plus.
• Skills : Excellent communication skills, both verbal and written.
• Empathy : A genuine desire to help and understand patient needs.
• Tech Savvy : Proficiency with dental management software and CRM tools.
• Detail-Oriented : Strong attention to detail and the ability to multitask effectively.

If you’re ready to make an impact, apply now! Send your resume and work portfolio links to (email protected)

We want to hear from you as soon as possible, hit the apply button and send over your application.

Responsibilities:

1. Manage large amounts of inbound and outbound calls in a timely manner
2. Follow communication “scripts” when handling different topics
3. Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
4. Seize opportunities to upsell the services
5. Entering accurate and detailed data into the system
6. Meeting key performance indicators, like call to resolution time, customer satisfaction (CSAT), Average Handling Time (AHT), etc.
7. Build sustainable relationships and engage customers by taking the extra mile
8. Keep records of all conversations in our call center database in a comprehensible way
9. Frequently attend educational seminars to improve knowledge and performance level
10. Meet personal/team qualitative and quantitative targets

Qualifications:

Bachelor’s Degree (Medical / Healthcare Background preferred)

Experience:
Similar work experience in UAE for 2 to 3 years.

Job Category: Call Center Executive

Job Type: Full Time

Job Location: Dubai

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Date: May 5, 2025

Company: Abu Dhabi Accountability Authority

Job Objective: Assist with call centre activities, including managing databases, receiving and responding to calls and inquiries in line with ADAA policies and procedures in a timely manner. Assist with follow-up actions and responses to internal and external clients. Help manage day-to-day call centre workflow to ensure excellent service to all clients.

Key Responsibilities/Duties:

1. Strategy and Planning:

• Assist in developing, implementing, and updating the section's policies, procedures manual, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA policies.
• Assist in the development and update of strategic, budget, procurement, and operational plans, ensuring alignment with department and sector strategies, ADAA’s mission, and vision.
• Ensure achievement of individual KPIs to improve efficiency and effectiveness.
• Follow best practices and standards to provide quality service.
• Assist in developing and maintaining a customer database using ADAA systems and processes.
• Assist in updating customer records and managing communication processes as instructed.
• Respond to customer queries accurately and promptly, maintaining call centre service standards.
• Follow up on customer requests and queries as instructed.
• Develop reports and presentations on initiatives and KPIs for management review.
• Perform additional tasks as assigned by leadership.

• Talent Management and Development:

• Complete required trainings and certifications to stay current and improve performance.
• Obtain timely performance reviews and meet set KPIs.
• Stay updated with relevant information to maintain standard performance levels.
• Share knowledge within the team to enhance internal capabilities.
• Support the development of UAE National employees in line with Emiratization objectives.

• Corporate:

• Adhere to all ADAA policies and procedures (HR, IT, Procurement, Finance, Health and Safety).
• Prepare professional correspondence and maintain accurate records.
• Respond to queries and support organizational units as needed.
• Utilize ADAA technologies to optimize work efficiency.
• Demonstrate compliance with ADAA values and ethical standards.
• Identify opportunities for continuous improvement and sustainability.
• Prepare accurate reports and statements to meet department standards.
• Comply with health and safety legislation and policies.

• General:

• Ensure performance reflects qualifications and productivity levels.
• Acquire necessary certificates within the specified period.
• Perform tasks independently unless delegation is approved.
• Promote teamwork, collaboration, and dedication.
• Perform other duties as directed by leadership.

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

Are you passionate about helping people and ensuring they have the best dental care experience? Do you excel in a fast-paced environment where every call is a chance to make a difference? If so, we want you to join our friendly team as a Dental Clinic Call Center Representative!

• Modern Environment : Work in a state-of-the-art dental clinic equipped with the latest technology.
• Supportive Team : Join a supportive and friendly team that values collaboration and patient care.

• Appointment Scheduling : Schedule and confirm patient appointments efficiently and accurately.
• Patient Inquiries : Answer patient questions regarding treatments, procedures, and services.
• Insurance Coordination : Assist patients with insurance verification and claims processing.
• Follow-Up Calls : Conduct follow-up calls to ensure patient satisfaction and address any concerns.
• Record Management : Maintain accurate patient records and update the clinic’s database.

• Experience : Previous experience in a dental clinic or call center environment is a plus.
• Skills : Excellent communication skills, both verbal and written.
• Empathy : A genuine desire to help and understand patient needs.
• Tech Savvy : Proficiency with dental management software and CRM tools.
• Detail-Oriented : Strong attention to detail and the ability to multitask effectively.

If you’re ready to make an impact, apply now! Send your resume and work portfolio links to (email protected)

We want to hear from you as soon as possible, hit the apply button and send over your application.

The Call Center Supervisor is responsible for organizing and directing the daily activities related to customer service operations. The main responsibilities include managing, training, and guiding team leads and executives to perform their tasks effectively, ensuring optimal resource utilization.

Requirements

• Diploma / Bachelor’s degree or equivalent required, or High School diploma with more than 4 years of experience.
• Minimum 4-5 years of customer service experience required.

Responsibilities

• Ensure the effectiveness and efficiency of the unit.
• Ensure adherence to call quality, shift schedules, punctuality, and attendance by executives and team leads.
• Design and implement a monthly performance tracking scheme.
• Conduct quizzes during monthly performance reviews for agents and team leaders.
• Update team leaders on team performance.
• Understand and communicate the management vision to team members.
• Analyze call volume continuously and escalate to management as needed.
• Ensure calls are answered promptly.
• Implement internal regulations and guidelines to maintain high service quality, including setting daily targets for individuals.
• Establish workflow systems, monitoring, and control mechanisms to evaluate call quality regularly.
• Identify and support the implementation of programs to improve customer service processes.
• Ensure client information security by enforcing strict guidelines for routine operations.
• Oversee recruitment, training, and development of a motivated team, including staffing strategies.
• Set individual objectives, recruit qualified staff, manage performance, and provide feedback to maximize team performance.
• Coordinate operational activities such as monitoring timesheets and leave regulations.
• Mentor the customer service team and provide technical leadership as needed.
• Ensure all team members receive necessary training, including onboarding and creating summary materials.
• Monitor progress against KPIs derived from the customer service agreement to ensure optimal service levels.

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• Answers clients’ questions, resolves problems, and maintains client satisfaction by providing problem-solving resources.
• Maximizes client operational performance by providing help desk resources and technical advice.
• Maintains accurate records and documents all customer service activities and discussions.

Qualifications & Skills:

• Graduate in Business Administration, Operations Management, or a relevant field.
• Strong background in customer service support.
• Excellent knowledge of management methods and techniques.

2 weeks ago Be among the first 25 applicants

Direct message the job poster from Talent Higher

Do you have a passion for managing operations while building trusted client relationships?

Our client is seeking a highly capable Call Centre Manager to oversee day-to-day operational delivery and ensure a consistently exceptional client experience. This role requires both strategic oversight and hands-on execution to drive service excellence and operational efficiency.

Key Responsibilities:

• Manage and oversee the smooth execution of client service operations.
• Lead and support execution team members to ensure timely and accurate delivery.
• Serve as the primary liaison between clients and internal departments to ensure expectations are met and exceeded.
• Maintain strong relationships with key clients and stakeholders.
• Identify areas for process improvement and implement best practices to enhance client satisfaction.

Requirements:

• Bachelor’s degree or equivalent.
• 4+ years of management experience within the UAE
• Strong command of operational systems used to execute transactions.
• Proven ability to manage and guide cross-functional teams effectively.
• Proficient in managing transactional systems and ensuring operational accuracy.
• Capable of supervising and supporting execution teams.
• Excellent communication skills with clients, colleagues, and leadership.
• Strong team leadership and conflict-resolution abilities.
• Fluency in English is required.
• A second language is a plus and highly desirable.
• UAE driving license

If you're a proactive leader who thrives in fast-paced environments and knows how to turn operations into outstanding client experiences, we’d love to hear from you.

• Seniority levelMid-Senior level

• Employment typeFull-time

• Job functionManagement
• IndustriesBusiness Consulting and Services and Operations Consulting

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Job Objective

Assist with call centre activities, including managing databases, receiving and responding to calls and inquiries in line with ADAA policies and procedures in a timely manner as prescribed. Assist with follow up actions and responses to internal and external clients. Assist in managing day to day call centre workflow ensuring service of excellence to all clients.

1. Strategy and Planning
   • Assist in the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, ensuring alignment with ADAA's overall policies and procedures.
   • Assist in the development, implementation, and update of the section's strategic, budget and procurement, and operational plans, ensuring alignment with the department and sector's strategy and objectives, and ADAA's mission and vision.
   • Ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.
2. Operations
   • Assist in receiving, logging and directing calls in the correct category as per department process and as instructed.
   • Ensure best practices and standards are followed and applied.
   • Assist in developing a customer database using ADAA systems and processes as instructed.
   • Continuously update customer database and records on ADAA systems as instructed.
   • Manage the communication process and its improvements as instructed.
   • Respond to customer queries in an accurate and timely manner as per ADAA policy and procedures and as instructed.
   • Develop and maintain call centre service standards for communicating with internal and external customers as instructed.
   • Follow up on the status of customer requests and queries raised as instructed.
   • Develop reports and presentations for updates on all initiatives and progress on KPI's to present to management as instructed and required.
   • Carry out any other tasks and activities assigned by the leadership and as instructed.
3. Talent Management and Development
   • Ensure completion of required trainings and certification programs to keep current with job requirements and ensure continuous performance improvements.
   • Obtain timely performance review assessments for midyear and annual performance review and ensure to meet the set KPIs.
   • Keep current with updated information relevant to the role to ensure standard performance level is achieved.
   • Contribute to knowledge dissemination/sharing to build internal capabilities of the team and maximize their effective performance.
   • Contribute to the development of UAE National employees in line with the objectives of the Authority and its Emiratization strategy.
4. Corporate
   • Ensure adherence and compliance with all ADAA corporate policies, procedures and guidelines (HR, IT, Procurement, Finance, Health and Safety, etc.).
   • Prepare section's related correspondence such as e-mails, memos, and letters to ensure professionalism, completeness and accuracy of information.
   • Retain, document, preserve, and archive section's related physical and electronic records in accordance with relevant policies and procedures.
   • Respond to any section related queries and provide required support to relevant ADAA's organizational units and employees as and when required.
   • Utilize relevant technologies used within ADAA to optimize work efficiency.
   • Demonstrate compliance with ADAA's values, Code of Business Conduct and ethics at all times to support the establishment of a value driven culture within the Authority.
   • Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
   • Contribute to the preparation and submission of timely and accurate statements and reports to meet department requirements, and quality standards.
   • Co-operate in the implementation of the relevant health and safety legislation, policies and procedures, in the performance of duties.
5. General
   • The level of performance should reflect the academic qualification, type of courses in the field of specialization, employee job level, and the level of productivity.
   • The academic and professional certificates required and approved by ADAA should be acquired within the period specified and based on the employee's Individual Development Plan.
   • Perform the task and responsibilities independently unless an approval or directive was obtained to delegate the task to other employees in case of incapability to perform the tasks and responsibilities.
   • Ensure teamwork, collaboration, and dedication in performing duties.
   • Execute any other task and activities as per the leadership directions.

• Academic Qualifications: Bachelors in relevant subject area
• Professional Experience: 2 – 6 years of relevant experience
• Language Proficiency: Proficiency in Arabic and English

• Professional Certifications