Call Center Coordinator - Shifa Lite & Events

Purpose and Scope of the Job

The Call Center Coordinator is responsible for promoting and coordinating the hospital’s Delivery Party Reception Services, which include food packages, floral arrangements, celebration services, and salon bookings. In addition, the coordinator provides administrative and client-support assistance to the Shifa Lite Dietitians, helping facilitate client menu selections and ensuring smooth communication between the nutrition team and clients.

This role requires excellent customer service, organization, and coordination skills, reflecting the hospital’s high hospitality standards.

Main Duties and Responsibilities/Performance Standards

1.Delivery Party Reception Promotion & Customer Engagement

• Conduct outbound calls to promote Delivery Party Reception packages, including food bundles, flower arrangements, and celebration services.
• Provide clients with clear explanations of package details, pricing, and customization options.
• Handle inbound calls and inquiries related to reception services with a welcoming and professional tone.

2. Booking & Service Coordination

• Process and confirm bookings for:
• • Delivery Party Reception packages
  • Flower and gift services
  • Salon appointments for new mothers
• Coordinate booking details with the Snr. Hospitality Supervisor in-charge.
• Ensure all booking information is accurately recorded and communicated to relevant teams.

3. Shifa Lite Support (Dietitian Assistance)

• Assist Shifa Lite dietitians by gathering client preferences for meal plans and entering selections into the system.

• Help clients understand available menu options without providing dietary advice.

• Support dietitians by organizing menu schedules, updating client records, and ensuring timely submission of weekly menu choices.

• Follow up with clients to confirm menu selections or clarify preferences as instructed by the dietitians.

4. Customer Service Excellence

• Deliver a high standard of service that reflects the hospital’s welcoming culture.

• Maintain a friendly, professional tone in all client interactions.

• Manage concerns or requests and escalate when required.

5. Documentation & Reporting

• Maintain accurate logs of calls, bookings, menu selections, and service requests.
• Prepare weekly and monthly reports for:
  • Reception service bookings
  • Client inquiries and call activity
  • Shifa Lite menu submission follow-ups
• Track conversion rates and service utilization.

Qualifications & Requirements

• Diploma or Bachelor’s degree in Hospitality, Business Administration, or related field (preferred).

• Experience in call centers, hospitality, or customer service.

• Excellent communication and telephone etiquette.

• Strong organizational skills and attention to detail.

• Ability to multitask and manage time effectively.

• Proficiency in MS Office and basic booking/CRM systems.

• Ability to work collaboratively with clinical and non-clinical teams.

Key Competencies

• Customer-focused attitude

• Strong communication and interpersonal skills

• Professionalism and patience

• Attention to detail

• Team collaboration

• Positive and service driven mindset

Management Responsibilities

• Record and filing of all the support service-related documents.
• Create maintenance notification in SAP and follow up.
• Follow up on support services related purchasing request.
• Managing the real time room status update on SAP

Development and Planning

Attend department trainings and staff development programs

Qualifications, Competences and Skills

Education

Bachelor’s degree or Diploma in Hotel management or other

Experience

Minimum 1 years’ experience in Hospitality service & or other customer service

Licensure

Not Applicable

Language

• English and Arabic
• Write routine reports, correspondence, summaries, and reports in English using prescribed format.
• Ability to speak effectively in English before groups such as customers or employees

Computer Proficiency

Good Knowledge of Ms Office & Hospital operating systems

Performance Competencies

1

Good language skill, ability to read and write.

2

Positive approach to the customer service.

3

Follow the polite and courteous telephone manner.

4

Should be active and show the initiative.

Principle Working Relationships and Remarks

1

Housekeeping

2

Dietary department

3

Customer service department

4

Nursing

5

Maintenance

6

Marketing

7

Purchasing