Call Center Coordinator - Shifa Lite & Events (Female)

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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

Qualifications, Competences and Skills

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

Experience:

• Minimum 1 year of experience in call center, hospitality service & other customer service.
• Excellent communication and telephone etiquette.
• Strong organizational skills and attention to detail.
• Ability to multitask and manage time effectively.
• Ability to work collaboratively with clinical and non-clinical teams.

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

Performance Competencies

Principle Working Relationships and Remarks