Contact Center Analyst (Bilingual- Arabic & English)

  • Lagos

  • Contract

The Contact Center Analyst is to provide outstanding service to our customers and potential customers in Qatar and UAE. This individual will be required to answer requests, handle complaints, and troubleshoot problems in a professional and polite manner to ensure effective resolution and customer satisfaction.

Responsibilities: 

Inbound Request Management

  • Handle all inbound requests and complaints, routing accordingly and providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

  • Directly interact with customers and clients to help identify and assess needs towards the prompt resolution of issues. 

  • Manage inbound requests via email, calls, chats or face to face for requests, complaint, or enquiries. Log incidents using CRM tools, action and close accordingly.

  • Advise clients on  available services and processes to access services.

  • Ensure all relevant communications and data are updated and recorded.

  • Monitor random calls to improve quality, minimise errors and track operative performance. Prepare periodic reports on contact centre statistics, rates and performance levels.

  • Maintain a positive empathetic and professional attitude towards clients at all times.

Monitoring & Resolution

  • Constantly monitor the use of our services, resolving any first level client’s complaint and escalating where necessary.

  • Follow up to ensure resolution of client’s complaint

  • Manage the database of clients and customers ensuring it is effectively segmented for targeted marketing activities.

  • Measure the effectiveness of improvement and provide management visibility to such improvement.

  • Execute Customer Success strategies as directed to encourage customer retention and customer loyalty.

  • Follow Customer Success communication procedures, guidelines and policies.

Requirement: 

  • Minimum 0 – 2 years’ Contact Centre administration and Customer Service experience in the retail healthcare sector (preferably in a physician practice or related setting).

  • First Degree in the health sciences is preferred, other related fields are acceptable.

  • Exceptional phone and email communication skills, customer service skills, active listening skills, verbal, and written communication skills.

  • Ability to resolve conflict and diffuse tension.

  • Strong time management skills.

  • Arabic & English Language proficiency is required

  • Strong interpersonal skills with a collaborative and flexible work style.  

  • Digitally savvy and proficient in the use of Microsoft Office and work productivity tools including CRM software.