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| Job Location | United Arab Emirates , Sharjah |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Hotels /Hospitality /Restaurant |
| Functional Area | Not Mentioned |
Job Description
JOB DESCRIPTIONCall Centre Operations and Grievance HandlingAttend customer inquiries through inbound callsRecord the call details in the system along with summary of queryAssists customers for call back requests received through emails, booking appointmentsRegisters customers and educate them about the special programs/ initiativesAnswers queries on redemption, point upgrades, offers, etc.Ensures customers details are updated in the relevant databases as and when requestedAct as a first point of contact for complaint managementFollow up on customer complaints/feedbackReviewing recorded calls of peers and self for quality controlStrives to meet or exceed call center metrics while providing excellent consistent customer serviceDatabase ManagementCollects and compile the survey responsesUpdating the call center internal databases with added details of specialties and clinicians, services, insurances, timings, etc.Maintains customer data in the systemSurveys and CampaignsRegistering customers on calls during or before any campaigns conducted by CR, operations, etc.Conducts customer satisfaction surveys through outbound calls for customersUse statistical methods to validate the data accuracy and analyse the data sets to derive relevant informationMaintains a record of all the surveysGathers information on availability of services with external service providers to assist the customersReportingReports the daily statistics of the center and self-productivity as per the set indicatorsReports all marketing campaign responses and registration requestsPresents data as information for identifying trends leading to corrective actionsLiaison with Operation TeamCoordinates with operation team to discuss about report findingsPrepares and shares lists of customer queries to the concerned managementJob interactionsWorks closely with clinics, hospitals, CR and marketing department etc. to seek information about the entities, follow up on service reports etc.Works closely with customers and external partners for service request follow ups and for confidential informationABOUT THE TEAMAster Hospitals, one of the largest private healthcare service providers in GCC, aim to make a difference with our patient-centric approach to medical care and an inherent emphasis on clinical excellence. Currently, Aster Hospitals are located in 4 countries in the GCC specializing in primary, secondary and tertiary healthcare. These include Aster Hospitals (Mankhool and Al Qusais) in UAE, Aster Al Raffah Hospitals (Muscat, Sohar and Ibri) in Oman, Aster Hospital (Doha) in Qatar and Aster Sanad Hospital (Riyadh) in Kingdom of Saudi Arabia delivering on a simple yet strong promise to its people: Well treat you well. Overall, Aster DM Healthcare Group has a strong presence in GCC and is an emerging healthcare provider in India with 25 hospitals, 116 clinics and 238 pharmacies manned by 20,500+ workforce (including approx. 1250 doctors on fee for service basis) from across the geographies.
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