Reservations Agent / Call Center Agent

We are looking for a warm, professional, well-spoken, and highly organized Patient Reservations Concierge to join our Central Reservations Team.

As one of the longest-serving dental care providers in the Maldives, operating since 2003, Smiles Dental Care is now strengthening its patient experience with a more hospitality-focused, premium, and organized approach.

This is one of the most important roles in our patient journey. The Patient Reservations Concierge will be the first point of contact for patients across phone calls, WhatsApp, Viber, Telegram, social media DMs, and other enquiry channels.

This is more than a traditional receptionist or call-handling role. It is a patient communication, appointment coordination, and enquiry conversion role. The right candidate must be able to welcome patients warmly, understand their needs, answer questions confidently, and convert enquiries into confirmed appointments across all our branches.

Key Responsibilities:
- Answering all incoming phone calls in a warm, professional, and helpful manner
- Managing patient enquiries through WhatsApp, Viber, Telegram, Instagram, Facebook, and other communication channels
- Scheduling appointments for all Smiles branches
- Converting patient enquiries into confirmed appointments
- Understanding patient needs and guiding them to the right service, doctor, branch, or appointment type
- Providing accurate information about treatments, services, doctor availability, appointment timings, and clinic locations
- Coordinating appointment confirmations, reminders, rescheduling, cancellations, and follow-ups
- Following up with patients who enquire but do not immediately book an appointment
- Managing waiting lists and helping fill cancelled or vacant appointment slots
- Supporting emergency or urgent appointment requests by coordinating with the clinic team
- Maintaining accurate patient records, appointment details, enquiry notes, and communication history
- Coordinating closely with Patient Care Concierges, Clinical Care Concierges, doctors, and branch teams
- Ensuring smooth communication between the central reservations team and all clinic locations
- Handling patient concerns, questions, and complaints calmly and professionally

The Candidate We Are Looking For:
- Fluent in both Dhivehi and English
- Warm, pleasant, professional, and well-spoken
- Strong hospitality, customer care, or sales mindset
- Confident in speaking to patients over the phone and through written messages
- Able to convert enquiries into appointments without sounding pushy
- Excellent communication and interpersonal skills
- Strong attention to detail and accuracy
- Calm under pressure and able to multitask in a busy environment
- Good computer skills and ability to use scheduling, CRM, or clinic management systems
- Fast and professional in written communication
- Able to handle multiple communication channels at the same time
- Available for shift duty

Minimum Requirements:
- Age 25+
- Minimum 1 year of experience in hospitality, reservations, customer service, call center, sales, front office, or guest relations
- Strong phone communication skills
- Strong written communication skills in Dhivehi and English
- Experience in hospitality, healthcare, premium customer service, or sales will be an added advantage

Our Offer:
- Salary between MVR 9,000 and MVR 13,000, based on qualifications and experience
- Overtime payment for extra hours worked
- 30 days paid annual leave
- Professional development training
- Performance bonuses tied to KPI achievement

Interested candidates may send their CV to:
hr@smiles.mv

Applications must be sent via email with the subject line "Application for Patient Reservations Concierge"