Call Center & Scheduling Officer

To provide a high-quality professional service to all visitors at the reception ensuring efficient communication and customer service

• 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

• 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

• Strong communication skills.
• Excellent customer service skills.
• Ability to handle a high volume of calls or inquiries in a timely and efficient manner.

• 0 2 Experience in a customer service or call center environment, preferably within healthcare or medical services.

• High school diploma / bachelor's degree in healthcare administration, business administration, or related field.

• Excellent command of both oral and written English & Arabic.

• N/A