Job Description

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.

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