Customer Service Excellence Representative

Job description / Role

Job Type
Full Time

Job Location
Dubai, UAE

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
Customer Service

Company Industry
Healthcare, Hospital & Medical Services

Job summary:

GluCare Integrated Diabetes Center is seeking a dedicated and customer-focused Customer Service Excellence Representative - UAE National only passionate about delivering excellent patient care and thriving in a dynamic healthcare setting, to join our team. The ideal candidate will serve as the first point of contact for patients, providing exceptional service through phone, email, and other communication channels. This role requires strong interpersonal skills, a patient-centered approach, and the ability to handle inquiries efficiently in a fast-paced healthcare environment.

Key responsibilities:

• Respond promptly and professionally to patient inquiries via phone, email, and other channels.
• Provide accurate information about clinic services, appointments, and care protocols.

• Schedule, reschedule, and confirm patient appointments in coordination with clinic operations.
• Proactively manage cancellations and follow-ups to optimize clinic schedules.

• Address and resolve patient concerns or escalate complex issues to the appropriate department.
• Ensure all interactions are logged and tracked in the clinics CRM system for follow-up and reporting.

• Uphold the highest standards of customer service, ensuring a seamless and positive experience for all patients.
• Solicit feedback from patients to identify areas for service improvement.

• Maintain up-to-date records in the patient management system.
• Assist in generating and distributing patient-related communications, including reminders and follow-up notices.

Requirements

• UAE National with a Family Book - a must
• Exceptional communication and interpersonal skills.
• Ability to empathize with patients and resolve issues effectively.
• Strong organizational and time management abilities.
• Proficiency in CRM systems and basic IT skills.
• Fluent in English.

• Bachelor’s degree
• Prior experience in customer service, preferably in a healthcare or call center environment
• Knowledge of healthcare processes and patient care is an advantage.