Contact Center Officer

Job Purpose

The role is focused on delivering a professional, welcoming, and efficient service to visitors and customers, with strong communication and support at the reception/contact center.

Key Responsibilities

• Manage incoming and outgoing phone calls, emails, live chat interactions, surveys, telesales, telemarketing, and other communication channels.
• Respond to calls within the expected service time, based on operational needs.
• Enter and maintain customer details for both new and existing customers, and record all interaction details in line with standard operating procedures.
• Carry out customer follow-ups when required, including return calls.
• Promote services and products to build customer interest, including appropriate upselling.
• Handle customer questions and complaints accurately and within the required timeframe, providing practical guidance and solutions.
• Meet monthly KPI targets.
• Arrange appointments accurately by confirming dates, times, and related details to reduce mistakes and misunderstandings.
• Provide customers with general guidance on services, policies, and procedures.
• Work closely with other departments to support smooth patient movement and timely bookings.
• Escalate complex concerns or complaints to senior staff when needed so they are resolved quickly and effectively.
• Prepare reports and updates on appointment scheduling, booking patterns, and customer feedback to help improve service quality.
• Complete any other duties that fall within the scope of the role.

Continuous Improvement, Conduct, and Compliance

• Carry out all tasks in a way that reflects the organization’s person-centered care values.
• Take part in continuous improvement activities relevant to the role.
• Follow safety procedures and proactively raise any work-related safety concerns.
• Protect sensitive information by maintaining strict confidentiality at all times.
• Follow cybersecurity policies and standards, and participate in awareness training and initiatives to help prevent cyber threats.
• Comply with the organization’s code of conduct, policies, and ethical standards.
• Complete mandatory education at least one month before its expiry date.

Requirements

Applicants should have strong communication and customer service abilities, along with the capacity to manage a high number of calls or queries efficiently. Prior experience of 0 to 2 years in customer service or a call center setting is preferred, ideally in healthcare or medical services. A high school diploma or a bachelor’s degree in healthcare administration, business administration, or a related discipline is required. Strong spoken and written English and Arabic are essential. No licenses or certifications are required.

Education

High school diploma or bachelor’s degree in healthcare administration, business administration, or a related field.

Language Requirements

Excellent oral and written English and Arabic are required.

Additional Information

This is a full-time, onsite position located in the Riyadh Region. The role does not mention a salary, stipend, number of vacancies, start date, or application deadline. No license or certification is required.