Call Center & Scheduling Officer

Description Job Purpose: To provide a high-quality, professional service to all visitors at the reception, ensuring efficient communication and customer service. Key Responsibilities And Duties • Handles inbound and outbound calls, emails, live chats, surveys, telesales, telemarketing activities, and other required forms of communication. • Answers calls within the specified time frame based on business needs. • Updates customer information in the system for both new and existing customers, documenting all call details according to standard operating procedures. • Follows up with customers as needed (e.g., call backs). • Builds customer interest in services and products, including upselling when appropriate. • Responds to customer inquiries and complaints accurately and within a specified time frame, offering advice and solutions for issues. • Achieves the requested KPIs (Key Performance Indicators) monthly. • Ensures accurate appointment scheduling by confirming dates, times, and other details with customers to minimize errors and miscommunication. • Assists customers with general information regarding services, policies, and procedures to guide them effectively. • Coordinates with other departments to ensure smooth patient flow and timely bookings. • Escalates complex issues or complaints to senior team members as needed, ensuring that problems are addressed promptly and effectively. • Prepares reports and updates on appointment scheduling, booking trends, and customer feedback to support ongoing improvements in service delivery. • Other duties as assigned within the scope of the job. All Fakeeh Care employees are responsible for continuous improvement, including: • Performing all duties and tasks in a manner that supports Fakeeh’s Person-Centered care values. • Actively contributing to continuous improvement initiatives, within the scope of the role. • Adherence to safety protocols and proactively seeking to address any job-related safety concerns. • Maintaining strict confidentiality of all sensitive information accessed or encountered during work. • Complying with cybersecurity policies and standards to protect Fakeeh’s systems and participating in awareness training and initiatives to prevent cyber threats. • Adhering to and upholding Fakeeh Care’s code of conduct, policies and ethical standards. • Completion of mandatory education as per the requirement, at least one month prior to expiration. Requirements Skills and Abilities: • Strong communication skills. • Excellent customer service skills. • Ability to handle a high volume of calls or inquiries in a timely and efficient manner. Experience 0 – 2 Experience in a customer service or call center environment, preferably within healthcare or medical services. Education High school diploma / bachelor's degree in healthcare administration, business administration, or related field. Language Excellent command of both oral and written English & Arabic. Licenses / Certifications N/A