Operations Customer Service Specialist

About Taib

Taib is one of the leading companies in the healthcare sector in Saudi Arabia. Established in 2018, Taib provides a wide range of services including home healthcare, ambulance services, in-office employee lounges, at-home vaccinations, corporate wellness programs, and other medical fields.

Taib is among the first companies in the Kingdom to be accredited by CBAHI for home healthcare services. The company is fully owned by BLOMINVEST.

Job Title: Customer Service Specialist

Department: Operations

Work Location: Riyadh

Job Summary

The Customer Service Specialist is responsible for managing and executing a range of tasks related to day-to-day operations, including customer communication, appointment scheduling, service coordination, and administrative follow-ups. This role serves as a critical link between patients and internal teams, ensuring a smooth and satisfying customer experience in line with Taib’s policies and standards.

Key Responsibilities

1. Daily Operations Management

• Confirm daily appointments and update their statuses.
• Respond promptly to WhatsApp and email inquiries.
• Conduct proper handovers and document all relevant updates.
• Coordinate appointment status changes with team members.

2. Customer Communication

• Respond to WhatsApp messages within 15 minutes.
• Send professional email responses with proper signatures.
• Provide details on appointments, payments, and follow-up services.
• Address client concerns and escalate unresolved issues when needed.

3. Appointment Scheduling and Confirmation

• Share available appointment slots with clients.
• Confirm bookings upon receiving payments.
• Send reminders and confirmations to customers accordingly.

4. Billing and Medical Reporting

• Generate invoices via Odoo for all completed appointments.
• Follow up on lab results and past reports, updating clients as needed.
• Coordinate printing and delivery of lab results for both B2B and B2C clients.

5. Policy Compliance and Coordination

• Use labels in communication tools to define task ownership.
• Escalate complex inquiries to qualified colleagues or supervisors.
• Coordinate with the insurance team for approvals before delivering services.

6. Reporting and Accountability

• Track task progress and document daily completions.
• Ensure closure of handover notes at the end of each shift.
• Provide relevant reports to supervisors when needed.

Qualifications and Skills Required

• High school diploma (Bachelor’s degree preferred).
• Previous experience in customer service or call centers is a plus.
• Excellent communication and interpersonal skills.
• Ability to work as part of a team and meet deadlines.
• Proficiency in using computers and Microsoft Office applications.
• Strong organizational and time management abilities.

Key Performance Indicators (KPIs)

• Response time (WhatsApp: within 15 minutes – Email: same working day).
• Accuracy in appointment scheduling and confirmations.
• Customer satisfaction and service quality.
• Compliance with reporting and documentation standards.

Personal Attributes

• Polite and attentive listener.
• Responsible and reliable.
• Quick learner and adaptable.
• Proactive with a positive attitude.

What Taib Offers

• Competitive salary and incentive structure.
• Professional and supportive work environment.
• Career development opportunities in a growing healthcare company.