Agent, Contact Center (Emirati Talent)

Overview M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Abu Dhabi Telemedicine Centre (ADTC) is the centralized call center for the M42 network, serving as a seamless point of access for patients across the UAE and beyond. By connecting individuals with the right care at the right time, ADTC ensures efficient coordination, appointment scheduling, and responsive support across M42’s world-class hospitals and clinics. With its team of dedicated professionals and advanced telecommunication systems, the Centre enhances patient experience, streamlines service delivery, and reinforces M42’s commitment to accessible, patient-centric healthcare.

The Contact Center team serves as the primary point of contact for patients and customers, delivering exceptional service and support across multiple communication channels. The Agent, Contact Center is responsible for providing professional, accurate, and customer-focused assistance, handling inquiries, appointments, referrals, and service requests while ensuring a seamless customer experience.

Responsibilities

• Respond to customer inquiries via phone, email, and other communication channels in a professional and timely manner.
• Schedule appointments and provide information on services, physicians, referrals, events, and campaigns.
• Handle customer concerns and complaints, ensuring prompt resolution or escalation when required.
• Maintain accurate customer records and support registration and information update processes.
• Collaborate with internal departments to obtain information and ensure effective issue resolution.
• Deliver a high standard of customer service by following communication and contact center best practices.
• Ensure accurate documentation of customer interactions and follow established procedures and policies.
• Contribute to continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.

Qualifications

• Bachelor's Degree.
• Minimum 2 years of experience in a healthcare contact center, customer service, or related healthcare environment.
• Excellent knowledge of medical terminology.
• Strong computer, data entry, and multitasking skills.
• Fluency in written and spoken English and Arabic.
• Excellent communication, customer service, and problem-solving skills.
• Ability to manage customer interactions professionally in a fast-paced environment.