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Call Center Customer Service Representative

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia التشخيص الذكي الطبي - Smart Health Saudi Full time

The Call Centre Representative serves as the first point of contact for customers, handling inquiries, scheduling appointments, and resolving concerns to ensure a seamless customer experience. They play a critical role in maintaining satisfaction, promoting services, and supporting the polyclinic's operational and sales goals.

Role Description

  • The Call Centre Representative manages inbound and outbound calls, addressing customer inquiries with professionalism and empathy. They ensure accurate scheduling of appointments, provide information on services, and resolve issues efficiently. This role involves proactive communication, including following up on feedback, promoting relevant services, and assisting with customer retention efforts. They work closely with clinical, marketing, and administrative teams to deliver consistent and high-quality service, contributing to customer loyalty and overall operational success.

Key Responsibilities

  • Oversee call center workflow and daily operations, ensuring seamless customer interactions.
  • Supervise and support call center operators, driving high customer satisfaction scores through exceptional service.
  • Proactively identify service gaps and implement improvements to enhance customer experience.
  • Manage and resolve customer complaints efficiently, ensuring timely resolution and accurate reporting.
  • Monitor performance metrics and service quality, continuously optimizing processes for greater efficiency and effectiveness.
  • Collaborate with management on financial processes, including refunds, payroll, and other call center-related transactions.
  • Lead the implementation of innovative service enhancements to improve call handling, response times, and customer engagement.
  • Support cross-functional teams (facility management, IT, finance) to resolve issues quickly and maintain smooth operations.
  • Ensure strict compliance with company policies, procedures, and healthcare regulations.
  • Maintain a high level of professionalism and service excellence, fostering a culture of customer-first responsiveness.

Qualifications

Education

  • Strong knowledge of customer experience strategies and service optimization.
  • Training in conflict resolution, service excellence, and complaint handling is an advantage.

Experience

  • Minimum 3+ years of experience in a call center leadership role, preferably in a healthcare or service-oriented industry.
  • Proven track record of managing high-performing teams and improving customer satisfaction scores.
  • Experience in handling and resolving customer complaints with a focus on service recovery and retention.
  • Ability to collaborate with cross-functional teams to improve service efficiency and problem resolution.
  • Familiarity with call center technologies, CRM systems, and data-driven decision-making.

Skills

  • Excellent customer service and communication skills to drive positive interactions.
  • Proficiency in call center software, CRM systems, and reporting tools.
  • Strong problem-solving and conflict resolution abilities.
  • High level of adaptability in a fast-paced, dynamic environment.

Language

Fluency in Arabic & English, other languages an advantage