Contact Centre Coordinator

MAIN PURPOSE OF JOB

To clearly communicate with and provide assistance to patients through multiple channels of communication including telephone, email, social media and the internet, in a manner that actively promotes patient satisfaction

Provide support and guidance to Contact Centre agents

KEY RESPONSIBILITY AREAS

1. To answer and deal with all incoming telephone calls promptly, efficient and in a professional manner

2. To schedule appointments according to set procedures and policies and to appropriately document all interactions and activities relevant to the call and uses appropriate Wrap-up code

3. To facilitate back up plans in the event of unplanned absence or unexpected call volumes and to review rota and highlight anomalies to Supervisor

4. To conduct all outbound calls in an efficient, effective and professional manner

5. To raise system faults or outages to Local IT and Engineering teams

6. To inform and provide information regarding MCME hospitals and clinics, departments, physicians, directions and available services to patients and to provide guidance to physicians and hospital/clinic management on Contact centre processes

7. Provide guidance and support to team regarding patient complaint handling and ensure accurate documentation, escalation and resolution of complaints

8. To participate in developing continuous improvement of agent skills, knowledge and capabilities as well as the improving services of the Contact Centre

REQUIRED EDUCATION

Essential: High School Diploma or equivalent (Grade 12) Proficient in English and Arabic (Verbal and Written)

Desired: 3 years Bachelor’s Degree

REQUIRED EXPERIENCE

Essential: Minimum 2 year’s Contact/Call Centre experience in a customer service operations environment

Desired: Experience in a hospitality or healthcare environment Service excellence project/operation

REQUIRED JOB SKILLS AND KNOWLEDGE