Call Center Agent
- Dubai
- Permanent
- Full-time
- 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.
- Maintains proper telephone etiquette.
- 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
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