Call Center Representative

To professionally handle inbound and outbound calls, messages, and inquiries from customers, providing accurate information about the company s home healthcare services, ensuring a positive customer experience, and maintaining complete records of all client interactions in the company s CRM system.

Key Responsibilities:

• Answer incoming calls, messages, and WhatsApp inquiries promptly and courteously.
• Record all client details and service requests accurately in the CRM or other company platforms.
• Coordinate with the Sales, Operations, and Contracts teams to process and follow up on client requests.
• Ensure proper call documentation and closure according to company service standards.
• Handle customer complaints in a calm, professional manner and escalate issues when necessary.
• Support scheduling and coordination of nurses or caregivers with the operations team.
• Follow call center KPIs related to call handling time, quality, and customer satisfaction.
• Maintain confidentiality and compliance with healthcare data privacy standards.
• Contribute to continuous service improvement by reporting recurring issues and suggesting solutions.

Qualifications & Experience:

• Diploma or Bachelor s Degree in Business Administration, Marketing, Healthcare, or a related field.
• Minimum 3 year of experience in a call center or customer service role (preferably in healthcare or service sectors).
• Strong computer literacy and experience with CRM systems.
• Excellent Arabic and English communication skills (verbal and written).
• Transferable Iqama is preferred.