Call Center Specialist

About the role

The Call Center Specialist is the first point of contact for patients, handling both inbound and outbound calls. You will schedule and modify appointments, provide accurate information about services and clinic policies, and ensure a high level of customer satisfaction while maintaining patient confidentiality. You will work closely with clinical staff to ensure seamless communication and support the overall patient experience.

Key responsibilities

• Answer inbound calls professionally and courteously.
• Make outbound calls for appointment confirmations and follow‑ups.
• Schedule, modify, and cancel patient appointments in the system.
• Respond to patient inquiries regarding services, policies, and procedures.
• Record all customer interactions accurately in the database.
• Transfer calls to the appropriate department when needed.
• Handle complaints professionally and escalate when required.
• Meet daily productivity and service quality targets.

Required profile

• Diploma or Bachelor’s degree in Business Administration or a related field.
• Previous experience in a call‑center or customer‑service environment (preferred).
• Fluent in Arabic and English.

Required skills

• Telephone etiquette
• Customer service
• Active listening
• Data entry
• Multitasking
• Time management