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.
