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Associate Call Center | Aster Hospitals | وظائف الامارات

Associate Call Center | Aster Hospitals | وظائف الامارات
Aster DM Healthcare Limited


Associate.Call Center

Dubai, United Arab Emirates

Job Identification 7152
Job Category Enabling & Support
Posting Date 03/10/2022, 11:42 AM
Apply Before 04/10/2022, 11:41 AM
Job Schedule Full time

Locations O block , 1st Floor, Dubai, AE


JOB DESCRIPTION

Call Centre Operations and Grievance Handling

  • Attend customer enquiries through inbound calls
  • Record 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 redemptions, point upgrades, offers, etc.
  • Ensures customers details are updated in the relevant databases as and when requested
  • Act as a first point of contact for complaint management
  • Follow up on customer complaints/feedbacks
  • Reviewing recorded calls of peers and self for quality control
  • Strives to meet or exceed call center metrics while providing excellent consistent customer service

Database Management

  • Collects and compile the survey responses
  • Updating the call centre internal databases with added details of specialties and clinicians, services, insurances, timings, etc. 
  • Maintains customer data in the system

Surveys and Campaigns

  • Registering customers on calls during or before any campaigns conducted by CR, operations, etc.
  • Conducts customer satisfaction surveys through outbound calls for customers
  • Use statistical methods to validate the data accuracy and analyse the data sets to derive relevant information
  • Maintains a record of all the surveys
  • Gathers information on availability of services with external service providers to assist the customers

Reporting

  • Reports the daily statistics of the centre and self-productivity as per the set indicators
  • Reports all marketing campaign responses and registration requests
  • Presents data as information for identifying trends leading to corrective actions

Liaison with Operation Team

  • Coordinates with operation team to discuss about report findings 
  • Prepares and shares lists of customer queries to the concerned management

Job interactions

  • Works closely with clinics, hospitals, CR and marketing department etc. to seek information about the entities, follow up on service reports etc.
  • Works closely with customers and external partners for service request follow ups and for confidential information

Minimum Experience
  • 0 to 2 years


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