Customer Service Representative - Luganda Speaker

Tafaseel Group Holding


Date: 14 hours 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 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,


MRN NO#... etc.) and send it by Email to OPD Clinic for arranging appointment as overbooking or walk in.

  • 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


Education and Experience

  • 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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