Summary
Fakeeh Care Group is hiring a Contact Center Officer to handle customer communications across calls, email, live chat, and other channels. The role includes responding to inquiries and complaints, scheduling appointments, updating customer records, and coordinating bookings with other departments. The officer also follows up with customers, supports service and product sales, meets monthly KPIs, and prepares reports on bookings and customer feedback. Applicants should have 0–2 years of customer service or call center experience, preferably in healthcare, and strong spoken and written English and Arabic.
The posting
As published on fakeeh.care. Pulled from the employer's site and shown as they wrote it.
Key Responsibilities and Duties: 1. Handles inbound and outbound calls, emails, live chats, surveys, telesales, telemarketing activities, and other required forms of communication. 2. Answers calls within the specified time frame based on business needs. 3. Updates customer information in the system for both new and existing customers, documenting all call details according to standard operating procedures. 4. Follows up with customers as needed (e.g., call backs). 5. Builds customer interest in services and products, including upselling when appropriate. 6. Responds to customer inquiries and complaints accurately and within a specified time frame, offering advice and solutions for issues. 7. Achieves the requested KPIs (Key Performance Indicators) monthly. 8. Ensures accurate appointment scheduling by confirming dates, times, and other details with customers to minimize errors and miscommunication. 9. Assists customers with general information regarding services, policies, and procedures to guide them effectively. 10. Coordinates with other departments to ensure smooth patient flow and timely bookings. 11. Escalates complex issues or complaints to senior team members as needed, ensuring that problems are addressed promptly and effectively. 12. Prepares reports and updates on appointment scheduling, booking trends, and customer feedback to support ongoing improvements in service delivery. 13. Other duties as assigned within the scope of the job.
Requirements
Job Requirements Skills and Abilities: - Strong communication skills. - Excellent customer service skills. - Ability to handle a high volume of calls or inquiries in a timely and efficient manner. Experience: 0 – 2 Experience in a customer service or call center environment, preferably within healthcare or medical services. Education: High school diploma / bachelor's degree in healthcare administration, business administration, or related field. Language: Excellent command of both oral and written English & Arabic. Licenses / Certifications: N/A