Customer Care Officer - Pharmacist (Arabic and Tagalog speaker)

1. JOB PURPOSE

- The Jobholder serves customers\members by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining database. He / She should provide accurate and information to customers.

2. RESPONSIBILITIES AND DUTIES

- Receive in-bound calls from customers and prospects through voice, Chat, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.

- Should escalate all discrepancies encountered in TOB (Table of benefits), Ntouch Parameters and Network issues with the concerned departments.

- Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.

- Provide high quality customer service by handling customer service requests as defined in the Call Center Knowledge Base efficiently and accurately with relevant necessary documentation.

- Provide first level support for all technical and functional queries related website and mobile application

- Migrate customers to Alternative Distribution Channels including website and mobile application.

- Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.

- Continuously learn to keep up-to-date with changes and developments to services and procedures.

- Handle light back office work related to follow-up and customer complaints.

- Maintain confidentiality of the company’s customers and data.

- Adheres to the assigned shift schedule and avoid any late attendance

- Keep abreast with the latest changes to any of the company’s procedures and new policies.

- Handle sudden rush of calls, stressful periods, and call volume pressure

- The incumbent will need to solve customer problems, handle irate customers.

- The incumbent will be dealing with customers from different languages, accents and cultures.

- Follow up customer calls where necessary

- Upsell products and services

- Complete call logs and reports

- Manage Health hub appointments, NAS Club, and Basmah requests

- Able to accurately assess eligibility within the UAE (HAAD and DHA) guidelines as well as policy boundaries.

3. KNOWLEDGE, SKILLS AND EXPERIENCE

- University degree in any discipline from a reputable university.

- Experience in medical front office procedures preferred and knowledge of medical terminology

- 1-2 years’ work experience in the Customer Service functions

- Excellent oral and written communication skills.

- Must be computer literate.

- Excellent command of the English language, Arabic is a definite plus.

- Should be a team player with an aptitude for customer service.

- Highly decisive.

- Listening Capacity

- Problem-Solving

- Flexibility

- Empathy

- Clarity in Communicating

- Good typing speed

- Patience

- Tech skills

- Attention to Detail

- Calm Under Pressure

- Positive Attitude

- Candidate must be tactful and discrete when dealing with clients and must be able to handle confidential information.

Job Types: Full-time, Permanent

Pay: AED6,000.00 - AED6,500.00 per month

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)