Customer Service Representative - Fula Speaker
Tafaseel Group Holding
Date: 2 weeks ago
City: Dubai
Contract type: Full time
Job Summary
Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Duties & Responsibilities
Answer incoming calls from customers for various purposes, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Duties & Responsibilities
- Answer calls and route calls to appropriate resource
- Handle patient’s inquiries by telephonically and convert their inquiries to emails according to standard operating procedures and send to relevant department if no answer after transfer the line twice.
- Research required information using available resources
- Manage and resolve patient’s complaints and transfer to qualified person to solve their complaint.
- Provide customers with service information and hospital policy
- Update the business connect with new numbers of staffs and the name of new staffs joining the hospital
- identify and escalate priority issues
- Follow up patient’s calls when necessary.
- Transfer the call internally between healthcare staff; for example (on call doctor, blood bank, radiology on call ….. etc.. .)
- To update self with information circulated in the hospital (memos/circulars) and updates within the call center (External Calls workbook—updates, on-leave and appointments).
- To take good care of tools entrusted by the administration (e.g. computer, headset); these shall be for official use only and should be used with caution.
- Receiving calls from patient and help those with their query regarding Appointments needed.
- Booking new appointments as per OPD policy, inform patients all information they should know before there visit.
- Cancelling and rescheduling appointments as per patient request.
- Online booking Appointments (Through website)
- If there is no slots available and patient needs urgently to see doctor take the details (Gather all the information of patient, number, caller’s name, patient name,
- Booking appointment for all OPD procedure list, ER referral (routine Appointment, inpatient appointment list .ER Fracture list.
- Handling patient’s complaints related appointment and transfer to qualified person to solve their complaints.
- Respond to patient’s inquiries, requests, dispute over the phone, route it to the appropriate department or staff
- Explain the services available,
- Provide patient with service information and hospital policy
- Manage patient’s complaints call and communicate to PRO office as per the agreed process.
- Update the HMS system with any changes in clinic timing.
- Performs related work as assigned by client representative
- Bachelor's Degree or equivalent
- proficient in relevant computer applications
- Fluent in both Arabic and English Languages
- knowledge of customer service principles and practices.
- knowledge of call center telephony and technology
- some experience in a call center or customer service environment
- good data entry and typing skills
- knowledge of administration and clerical processes
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