Call Center Agent | Al Futtaim Health | Festival City - Dubai

Job Requisition ID: 170247

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

Call Center Agent will work under supervision of the Contact Center Supervisor and Contact Center Manager. The call center agent serves as a liaison between patient and the clinics. Responsibilities include scheduling new, current, follow-up, rescheduling, and cancelling patient appointments using computerized automated system. Provides general information about the clinics and its services, ability to handle all inbound calls and determine escalation level. Role will be required to provide and cover Live Chat support desk, what’sapp communication, emails, and handling of social media inquiries.

What you will do:

• Ability to multi-task, exceptional flexibility to handle call volumes, both inbound and outbound
• At all times provide professional and the highest standards of customer service to interact with patients and all levels of staff within the organisation
• Excellent computer, systems and excel skills
• Handling Omni channel communication
• Provides a high level of customer service to the patients over the phone, by delivering accurate information
• Interacts with client in a professional and timely manner, offering services and solutions that respond best to their needs
• Responds to questions according to regulatory protocols and maintains confidentiality at all times
• Checks insurance eligibility using insurance portals
• Communicates effectively with client regarding the information that is needed
• Responds to urgent customer needs in a timely and professional manner and coordinates with other teams and departments as required to address each case and patient’s request
• Makes recommendations and implements process improvements
• Participates in fostering a safe workplace and promoting a positive work environment
• Participates in trainings and courses for professional development
• Spends maximum efforts in converting leads and inquiries to appointments, contributing to the department’s KPIs and organization’s targets
• Reports to duty with punctuality and complies with schedule and break times as indicated for the department
• Responsible to maintain good condition of the call center’s assets and report immediately any issues that may have a negative impact in the operations of the department
  
  

Required skills to be successful:

• Ability to multi-task, exceptional flexibility to handle call volumes
• Excellent PC skills
• Previous experience working in a call center environment desired
• Excellent written and communication skills in Arabic & English are essential
• Knowledge of Medical Terminology /or exposure to medical environment an advantage
• Excellent presentation and analytical skills
• Good decision making skills and Critical Thinking
• Strong operational thinking skills
• Conflict Management
• Customer service skills to include; diplomacy, patience, problem solving with a range of clientele.
  
  

What qualifies you for the role:

Education:

• Bachelor's or Diploma any medical related education.
  
  

Minimum Experience and Knowledge:

• Minimum 2 years of experience in a customer service role is essential, preferably within the healthcare sector. Hands-on experience in insurance verification, as well as proficiency in both voice and non-voice customer service channels, is highly advantageous.
  
  

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

Additional Internal Information:

• Reports to: Call Center Supervisor
• Band:C
  
  

Note:-

You must have been an Al-Futtaim employee for at least 18 months in order to be considered.

You must inform your HRBP in confidence of your application.

Please note that this vacancy may be advertised externally in the next week so apply without delay.