Contact Center Officer – Customer Service

About the role

Fakeeh Care is seeking a motivated Contact Center Officer to deliver high‑quality, professional service to visitors and patients. You will be the first point of contact, handling inbound and outbound communications while ensuring accurate information and seamless appointment scheduling.

Key responsibilities

• Manage inbound and outbound calls, emails, live chats, surveys, telesales and telemarketing activities.
• Answer calls within specified time frames and update customer information in the system.
• Document call details according to standard operating procedures and follow up with customers as needed.
• Promote services and products, including appropriate upselling.
• Respond to inquiries and complaints promptly, providing accurate advice and solutions.
• Achieve monthly KPIs and ensure accurate appointment scheduling.
• Provide general information on services, policies and procedures.
• Coordinate with other departments to ensure smooth patient flow.
• Escalate complex issues to senior team members.
• Prepare reports on booking trends and customer feedback.

Required profile

• 0–2 years of experience in a customer service or call‑center environment, preferably healthcare.
• High school diploma; a bachelor's degree in healthcare administration, business administration or related field is a plus.
• Excellent oral and written proficiency in English and Arabic.

Required skills