Associate Call Center Aster DM Healthcare Dubai

Aster DM Healthcare is accepting applications for the job role of Call Center Associate / Supervisor in Dubai, UAE. Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states. This Multi-specialty clinic took its first infant steps in 1987 towards ushering in Qualitative changes in medical services. Today it has become one of the largest and most widespread network of clinics across the Middle East. Aster DM has spent the last 3 decades strengthening and evolving the brand, which has now become synonymous with high quality and excellent service across the communities they serve.

Purpose of Associate Call Center

At Aster DM Healthcare UAE (Dubai), the job purpose of a Call Center Associate / Supervisor is to work closely with clinics, hospitals, CR and marketing department to seek Information about the entities, follow up on service reports. The Call Center Incharge will work closely with customers and external partners for service request follow ups and for Confidential Information.

Responsibilities of Associate Call Center

Call Center Operations & Grievance Handling

• Attends customer inquiries through inbound calls.
• Records the call details in the system along with summary of query.
• Assists customers for call back requests received through emails, booking appointments.
• Registers customers and educate them about the special programs/ initiatives.
• Answers queries on redemption, point upgrades, offers.
• Ensures customers details are updated in the relevant databases as and when requested.

Database Management

• Collects and compiles the survey responses.
• Updating the call center internal databases with added details of specialties and clinicians, services, insurances, timings.

Surveys & Campaigns

• Registering customers on calls during or before any campaigns conducted by CR, operations.
• Conducts customer satisfaction surveys through outbound calls for customers.
• Uses statistical methods to validate the data accuracy and analyse the data sets to derive relevant information.

Reporting

• Reports the daily statistics of the center and self-productivity as per the set indicators.
• Reports all marketing campaign responses and registration requests.

Liaison with Operation Team

• Coordinates with operation team to discuss about report findings.

What you’ll do

• Act as a first point of contact for complaint management.
• Follow up on customer complaints/feedback.
• Review recorded calls of peers and self for quality control.
• Strive to meet or exceed call center metrics while providing excellent consistent customer service.
• Maintain customer data in the system.
• Maintain a record of all the surveys.
• Gather information on availability of services with external service providers to assist the customers.
• Present data as information for identifying trends leading to corrective actions.
• Prepare and share lists of customer queries to the concerned management.

Education & Experience

• A Bachelor Degree.
• 0-2 years of Experience as a Call Center Representative / Incharge.

Skills

• Excellent Communication Skills.
• Good Negotiation Skills.
• Ability to speak fluent English.
• Knowledge of Arabic is an advantage.

Call Center Incharge NMC Healthcare Abu Dhabi UAE

Tagged as: Call Center Representative