Customer Service Representative – Urdu/Hindi Speaker

Job Description

411_2493648

Job Summary

Answer incoming calls from customers for various purposes, respond to 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 and convert their inquiries to emails according to standard operating procedures; send to relevant departments if no answer after transferring the line twice.
3. Research required information using available resources.
4. Manage and resolve patients’ complaints and transfer 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; identify and escalate priority issues.
7. Follow up on patients’ calls when necessary.
8. Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology on call).
9. Update yourself with information circulated in the hospital (memos/circulars) and within the call center (External Calls workbook—updates, on-leave, and appointments).
10. Take good care of tools entrusted by the administration (e.g., computer, headset); these are for official use only and should be used with caution.
11. Receive calls from patients and assist with appointment queries.
12. Book new appointments as per OPD policy and inform patients of all necessary information before their visit.
13. Cancel and reschedule appointments as per patient requests.
14. Handle online appointment bookings through the website.
15. If no slots are available and the patient needs urgent consultation, gather all patient information (name, contact number, MRN NO#, etc.) and email it to the OPD Clinic for arranging overbooking or walk-in appointments.
16. Book appointments for all OPD procedures, ER referrals (routine, inpatient, fracture list).
17. Handle patient complaints related to appointments and transfer to qualified personnel.
18. Respond to patient inquiries, requests, and disputes over the phone, routing them to the appropriate department or staff.
19. Explain available services and hospital policies to patients.
20. Manage patient complaints calls and communicate with the PRO office as per the process.
21. Update the HMS system with any changes in clinic timings.
22. 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.

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2025-11-11 13:11:37