Agent, Contact Center

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.

Amana Healthcare is a leading long-term care and rehabilitation provider in the Middle East and GCC, and the region’s pioneer in post-acute care services. It offers comprehensive long-term care, post-acute rehabilitation, transitional care, and home healthcare. As part of the M42 network, Amana is dedicated to delivering high-quality, patient-centered care tailored to the needs of individuals requiring complex or extended recovery support.

The Agent, Contact Center is responsible to provide personalized customer service support by interacting in a courteous and professional manner with customers over the phone, email and if necessary, via other appropriate channels of communication.

Responsibilities

• Handle inbound and outbound calls, emails, and customer inquiries; route calls to the appropriate M42 departments when needed.
• Provide clear and accurate information on appointments, referrals, services, care providers, events, and campaigns.
• Deliver a consistent customer‑centric experience in every call and email, in line with M42 standards.
• Ensure timely resolution, escalation, and documentation of customer queries, complaints, and recommendations.
• Liaise with internal M42 departments to obtain information and support effective complaint resolution.
• Maintain professional communication, etiquette, and demeanor at all times.
• Use effective call‑handling skills including proper greetings, active listening, clear questioning, and correct transfer procedures.
• Comply with health, safety, incident reporting, and infection control policies at all times.

Qualifications

• Minimum of 2 years’ relevant experience in the healthcare industry
• Strong knowledge of medical terminology
• Excellent computer, typing, and data entry skills
• Working knowledge of multi‑line telephone systems
• Fluent in spoken and written English
• Fluent in spoken and written Arabic