Job Description

Job Summary

City Doctor is seeking a

Customer Care & Concierge Coordinator

to manage inbound customer chats and calls for our at-home healthcare services (Doctor at Home, Lab Tests at Home, IV Drips at Home, Physiotherapy at Home). This role emphasizes rapid triage, urgency assessment, and premium customer care. You'll ensure customers are directed to the appropriate service channels and coordinate with our medical and operations teams to guarantee fast, smooth service delivery.

Success is based on responsiveness, accuracy, and customer satisfaction.

Key Responsibilities

Inbound Communication:

Handle live chat, WhatsApp (if applicable), and phone calls with speed, professionalism, and empathy.

Triage & Prioritize Requests:

Assess urgency, route non-urgent requests, and escalate urgent cases to the appropriate team or channel.

Customer Information Collection:

Accurately gather customer details such as symptoms, location, service requested, and timing.

Booking & Dispatch Coordination:

Work with internal teams (operations, nursing, physician scheduling, labs, physiotherapy) to arrange appointments quickly.

Customer Experience:

Provide reassurance, set clear expectations, and follow up until issues are resolved.

Service Inquiries:

Address questions about services, including preparation instructions, visit flow, and documentation requirements.

Documentation:

Log every interaction in CRM/booking systems with detailed notes and dispositions.

Escalations & Complaints:

Manage issues calmly, taking ownership and ensuring resolution.

Confidentiality:

Maintain strict confidentiality and comply with healthcare privacy standards.

Qualifications

Required:

1-2 years of experience in customer care, telehealth support, medical receptionist, call center, or healthcare operations. Strong written and verbal communication skills. Ability to stay calm with stressed or unwell customers, and manage multiple conversations simultaneously. Excellent attention to detail (accuracy in customer data, service timing, and notes). Comfortable with CRM/ticketing/booking systems.

Preferred:

Experience in home healthcare or medical call centres. Familiarity with WhatsApp/chat support and escalation workflows. Multilingual skills are a plus.
Benefits -Salary +Commission

Skills & Competencies

Empathy and strong customer service mindset Rapid prioritization and decision-making under pressure De-escalation and complaint management Collaboration with internal teams (operations/clinical) Process discipline and accurate documentation

Performance Metrics (Examples):

First response time (chat) and speed to answer (calls) Time-to-resolution and time-to-booking for urgent cases Booking and escalation accuracy Customer satisfaction and quality scores Follow-up completion rate

Compliance:

Maintain confidentiality of customer and health information in accordance with City Doctor policies. Follow triage and escalation protocols. Do not provide diagnosis or medical advice.
Job Type: Full-time

Pay: AED4,000.00 - AED6,000.00 per month