154 Service Centers jobs in the United Arab Emirates

The IIQAF Group of Companies is a global leader in providing services in the hospitality, information technology, tourism, insurance, and health care industries. Established in 1986, the company has grown to become a major player in the international market, with operations in the United Kingdom, Canada, Singapore, and the United Arab Emirates.

We are looking for a dedicated Call Center Agent to join IIQAF in Dubai. As a Call Center Agent, you will play a crucial role in providing exceptional customer service and support to our clients. Your primary responsibility will be to handle incoming calls, address customer inquiries, and ensure customer satisfaction. This position is vital to maintaining positive relationships with our clients and upholding the reputation of IIQAF in the healthcare industry.

As a Call Center Agent at IIQAF, you will be involved in a variety of projects aimed at enhancing customer experience and resolving issues efficiently. You will have the opportunity to work closely with a dynamic team and contribute to the overall success of our call center operations. This role requires strong communication skills, empathy, and the ability to multitask effectively.

• Answer incoming calls and respond to customer inquiries in a professional manner
• Provide information about products and services, and assist customers with their needs
• Resolve customer complaints and escape issues as needed
• Update customer records accurately in the database
• Follow communication scripts and guidelines when handling different topics
• Meet or exceed call center metrics including call handling time and customer satisfaction targets
• Collaborate with team members to improve overall customer service
• Adhere to company policies and procedures at all times

• Excellent verbal and written communication skills
• Strong problem-solving abilities and customer service orientation
• Ability to work in a fast-paced environment and handle high call volumes
• Good knowledge of customer relationship management (CRM) systems
• Attention to detail and accuracy in data entry
• Ability to remain calm and professional under pressure
• Flexibility to work in shifts, including evenings and weekends
• Previous experience in a call center or customer service role is a plus

Meraki Education is looking for enthusiastic and customer-oriented individuals to join our call center team. The role involves handling inbound and/or outbound calls, assisting families interested in admissions at our school, with their queries, resolving issues, and ensuring parent satisfaction while following company policies and procedures.

• Answer inbound calls from families promptly and professionally.
• Make outbound calls towards new leads, follow-ups to existing parents, collecting feedback from existing parents.
• Handle parent inquiries, complaints, and requests with accuracy and empathy.
• Provide detailed information about the school, its processes & upcoming events/ activities.
• Record & update details of all interactions in the CRM.
• Escalate complex issues to senior team members & refer cases to specific teams depending on case history.
• Achieve daily/weekly/monthly call handling and performance targets.
• Maintain a positive, professional, and courteous tone during all customer interactions.
• Follow call scripts, quality standards, and compliance guidelines.

• Bachelor’s degree is a must.
• Prior customer service or call center experience is an advantage but not mandatory.
• Excellent English communication Skills.
• Active listening and problem-solving abilities.
• Ability to remain calm under pressure and handle difficult parents.
• Basic computer knowledge and familiarity with MS Office/CRM tools.
• Flexible working in shifts for an international location.

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.

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

• 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

• High School Degree
• 1+ year in a hotel reservations, call center, or customer service role (luxury experience is a plus).
• 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 empowered to 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.

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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.

Oversees the day-to-day operations of the hospital’s call center, ensuring all patient interactions are handled confidentially, efficiently, and in line with hospital standards. Supervises and develops call center staff, monitors service quality, and drives operational performance to meet established targets. Fosters a culture of teamwork and respect for diversity, ensures adherence to hospital policies, and actively contributes to process improvements that enhance patient and stakeholder satisfaction.

• Ensures strict confidentiality is maintained by self and all employees handling patient information within the Call Center.
• Supports, enforces, and interprets hospital and departmental policies and procedures to all team members.
• Ensures all staff complete departmental and unit-specific competencies and that all new hires complete a planned and documented departmental orientation.
• Ensures 100% staff attendance at mandatory in-service sessions and ongoing education programs.

• Sets, monitors, and ensures achievement of call center speed, efficiency, and quality targets.
• Monitors calls randomly to improve service quality, minimise errors, and track operator performance.
• Records and analyses performance statistics, user rates, and prepares reports; makes data-driven recommendations to enhance efficiency and service levels.
• Sources and recommends new methods, including the introduction of new algorithms and software, to improve call center efficiency and performance.
• Develops, implements, and monitors measurable goals and quotas for service volumes and timeliness; evaluates creative approaches to meeting goals.
• Collaborates with other hospital departments to ensure accurate and efficient communication regarding appointments, admissions, and hospital services.
• Covers for the Call Center Manager during their absence, ensuring continuity of operations and effective decision-making.

• Supervises, trains, and mentors call center agents to deliver exceptional service in accordance with hospital standards.
• Coducts regular reviews of staff performance, identifies training needs, and recommends professional development plans for continuous improvement.
• Provides ongoing support, feedback, and objective performance appraisals to staff; assists with action plans, counselling, or disciplinary action as necessary.
• Promotes effective onboarding, orientation, and support for new staff, ensuring the assignment of appropriate preceptors and monitoring individual progress.
• Creates and supports an environment that fosters teamwork, cooperation, and respect for cultural diversity among all staff.
• Promotes interdisciplinary collaboration to achieve the best patient outcomes.

• Bachelor’s Degree in Business Administration, Healthcare Management, or related field
• Certification in Customer Service, Call Center Management, or a relevant field preferred

• Minimum of five (5) years of call centre experience with a minimum of two (2) years as a Team Leader, preferably within a medical environment.
• Knowledge of Hospital Information Systems (HIS), Electronic Medical Records (EMR), and modern call center technology.
• Knowledge of UAE/GCC healthcare regulations, patient confidentiality standards, and customer service best practices.
• Knowledge of hospital operations and appointment scheduling.
• Knowledge of call center systems and telephony platforms.
• Skills in Supervising, Coaching, and Developing teams.
• Skills in Performance Monitoring and Quality Assurance.
• Skills in Effective Communication (English required, Arabic preferred).
• Skills in Conflict Resolution, Counselling, and Disciplinary processes.
• Skills in Analysing Data, Reporting, and Process Improvement.
• Ability to work effectively under pressure in a fast-paced environment.
• Ability to handle confidential and sensitive information with discretion.
• Ability to motivate staff and foster a positive, collaborative team culture.
• Ability to promote and respect diversity in the workplace.
• Ability to support and drive continuous staff development.

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

Manages the day-to-day operations of the American Hospital Dubai's Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai’s mission and values, contributing to a seamless patient experience and efficient imaging workflow.

• Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites.
• Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols.
• Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards.
• Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction.
• Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency.
• Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions.
• Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams.
• Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy.
• Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy.
• Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality.
• Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience.
• Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards.
• Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff.
• Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors.
• Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements.
• Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals.
• Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery.
• Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect.
• Encourages a team-oriented environment that values diversity, collaboration, and continuous learning.

• Bachelor's Degree in Communications or realated field.
• Diploma or other educational certificate in Call Centre Management/Operation preferred.

PROFESSIONAL EXPERIENCE:

• Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environment.
• Experienced in the use and troubleshooting of computerised telephonic systems.
• Significant exposure to Customer Excellence Programme methodologies.
• Excellent oral, written and comprehension of the English language is essential.
• Ability to converse effectively in the Arabic Language preferred.

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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