Job Description

The Call Centre Associate is responsible for handling inbound and outbound calls, assisting guests with inquiries, providing information, and managing service requests. The role requires fluency in Arabic and the ability to deliver exceptional customer service in a fast-paced environment. This position is vital to ensuring smooth communication and a positive experience for Arabic-speaking guests.

Roles and Responsibilities:

1. Inbound and Outbound Calls:
   • Handle incoming calls professionally and efficiently, addressing guest inquiries, appointment scheduling, and providing information about services.
   • Make outbound calls for appointment confirmations, follow-ups, or service updates as required.
   • Ensure clear and effective communication with Arabic-speaking guests.
2. Customer Support:
   • Provide accurate information to guests about services, company policies, and general procedures.
   • Resolve any issues or concerns raised by guests with patience and professionalism.
   • Escalate complex issues or requests to the appropriate department when necessary.
3. Appointment Scheduling and Coordination:
   • Assist guests in scheduling, rescheduling, or canceling appointments.
   • Maintain up-to-date and accurate records of all calls and customer interactions.
   • Ensure smooth coordination of services based on guest needs and appointments.
4. Complaint Resolution:
   • Address guest complaints or concerns, ensuring issues are resolved in a timely and satisfactory manner.
   • Use effective communication to de-escalate challenging situations and maintain guest satisfaction.
5. Administrative Support:
   • Update customer records, input data accurately into the system, and ensure all relevant information is documented.
   • Assist in generating reports and tracking customer interactions for performance analysis.
6. Adherence to Standards:
   • Maintain a high level of professionalism and adhere to company policies, ensuring a positive experience for every guest.
   • Ensure compliance with privacy regulations and confidentiality standards at all times.

Qualifications and Experience:

• High school diploma or equivalent; additional certifications in customer service or communication are a plus.
• Fluency in Arabic (mandatory); proficiency in English is also required.
• Previous experience in a call centre, customer service, or hospitality role (1-2 years preferred).
• Excellent communication skills, both verbal and written, with the ability to engage effectively in Arabic and English.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Ability to handle difficult situations with tact and professionalism.
• Proficiency in using office software (CRM,Microsoft Office)

Desirable Skills:

• Experience in a medical, hospitality, or similar customer-facing industry.
• Strong problem-solving skills and a proactive approach to customer service.
• Knowledge of data protection regulations and confidentiality standards.
• Ability to work in a team and collaborate effectively with colleagues.