Customer Service Representative - Urdu/Hindi Speaker

Job Summary

Answer incoming calls from customers for various purposes, address inquiries and questions, handle complaints, troubleshoot problems, and provide information.

Duties & Responsibilities

1. Answer calls and route them to the appropriate resource.
2. Handle patients’ inquiries telephonically, convert inquiries to emails according to standard operating procedures, and send to the relevant department if no answer after transferring the line twice.
3. Research required information using available resources.
4. Manage and resolve patients’ complaints and transfer them to qualified personnel for resolution.
5. Provide customers with service information and hospital policies.
6. Update the business connect with new staff numbers and names of new staff joining the hospital.
7. Identify and escalate priority issues.
8. Follow up on patients’ calls when necessary.
9. Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology).
10. Update yourself with information circulated within the hospital (memos/circulars) and within the call center (External Calls workbook—updates, leaves, appointments).
11. Take good care of tools entrusted by the administration (e.g., computer, headset); these are for official use only and should be used cautiously.
12. Assist patients with appointment queries and bookings.
13. Book new appointments as per OPD policy and inform patients of all necessary information before their visit.
14. Cancel and reschedule appointments as per patient requests.
15. Handle online appointment bookings through the website.
16. If no slots are available and the patient needs urgent care, gather all necessary information and send it via email to OPD Clinic for arranging overbooking or walk-in appointments.
17. Book appointments for all OPD procedures, ER referrals, and inpatient appointments.
18. Handle patient complaints related to appointments and escalate to qualified personnel.
19. Respond to patient inquiries, requests, and disputes over the phone, routing them to the appropriate department or staff.
20. Explain available services and hospital policies to patients.
21. Manage patient complaints calls and communicate with the PRO office as per the process.
22. Update the HMS system with any changes in clinic timings.
23. Perform related work as assigned by the client representative.

Education and Experience

1. Bachelor's Degree or equivalent.
2. Proficient in relevant computer applications.
3. Fluent in both Arabic and English.
4. Knowledge of customer service principles and practices.
5. Knowledge of call center telephony and technology.
6. Some experience in a call center or customer service environment.
7. Good data entry and typing skills.
8. Knowledge of administrative and clerical processes.