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Patient Care Analyst
2 weeks ago
The Contact Center Analyst role revolves around delivering excellent service to our valued customers in Qatar and the UAE. This position involves addressing inquiries, managing complaints, and troubleshooting issues with a professional and courteous approach to ensure effective problem-solving and customer satisfaction.
Responsibilities:
- Handle all inbound requests and complaints, directing them appropriately and providing timely solutions and alternatives.
- Interact directly with customers to assess their needs and resolve issues promptly.
- Manage various inbound channels like email, calls, chats, or face-to-face interactions for requests, complaints, and inquiries.
- Log incidents using CRM tools, take necessary actions, and ensure closure.
- Advise clients on available services and processes.
- Update and maintain relevant communications and data records.
- Monitor calls to enhance quality, reduce errors, and track performance.
- Prepare reports on contact center statistics and performance.
- Maintain a positive and professional attitude towards clients.
- Monitor service usage, resolve initial client complaints, and escalate when needed.
- Manage client and customer databases for targeted marketing activities.
- Evaluate improvement effectiveness and provide management insights.
- Implement Customer Success strategies to boost retention and loyalty.
- Adhere to Customer Success communication procedures and policies.
Requirements:
- 0-2 years of Contact Centre administration and Customer Service experience in the retail healthcare sector, preferably in a physician practice.
- First Degree in health sciences preferred, other relevant fields accepted.
- Excellent phone and email communication skills.
- Ability to handle conflict and defuse tension.
- Strong time management abilities.
- Proficiency in Arabic and English.
- Strong interpersonal skills and a collaborative work approach.
- Proficient in Microsoft Office, CRM software, and productivity tools.
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