Customer Service Representative - Urdu/Hindi Speaker

Job Summary Answer incoming calls from customers for various purposes, address inquiries and questions, handle complaints, troubleshoot problems, and provide information. Duties & Responsibilities Answer calls and route them to appropriate resources. Handle patient inquiries telephonically and convert inquiries into emails according to standard operating procedures; send to relevant departments if no answer after two transfers. Research required information using available resources. Manage and resolve patient complaints and escalate to qualified personnel when necessary. Provide customers with service information and hospital policies. Update the business connect with new staff numbers and names of new staff joining the hospital. Identify and escalate priority issues. Follow up on patient calls when necessary. Transfer calls internally between healthcare staff (e.g., on-call doctor, blood bank, radiology). Stay updated with hospital circulated information (memos/circulars) and call center updates (External Calls workbook—updates, leave, appointments). Care for tools entrusted by administration (e.g., computer, headset); ensure they are used solely for official purposes. Assist patients with their appointment queries and booking, including cancellations and rescheduling as per OPD policy. Handle online appointment bookings through the website. If no slots are available, gather patient details (MRN, name, contact info) and email to OPD Clinic for overbooking or walk-in arrangements. Book appointments for all OPD procedures, ER referrals, and inpatient lists. Respond to patient complaints related to appointments and escalate as needed. Respond to inquiries and requests, routing them appropriately. Explain available services and hospital policies to patients. Manage patient complaints and communicate with PRO office as per procedures. Update the Hospital Management System with any changes in clinic timings. Perform related tasks as assigned by the client representative. Education and Experience Bachelor's Degree or equivalent. Proficient in relevant computer applications. Fluent in Arabic and English. Knowledge of customer service principles and practices. Knowledge of call center telephony and technology. Some experience in a call center or customer service environment. Good data entry and typing skills. Knowledge of administrative and clerical processes. #J-18808-Ljbffr