Key Responsibilities:
Customer Support:
Handle customer inquiries via phone, email, or in person.
Provide accurate information regarding products, services, and company policies.
Manage the client experience roles such as bookings, scheduling. Bachelor's degree in Business Administration, Marketing, and sending of customer reminders
Call center management
Manage the hospital call center.
Relationship Management:
Build and maintain long-term relationships with key customers. Identify opportunities to enhance customer satisfaction and retention.
Conduct regular follow-ups with customers to gather feedback and assess service levels.
Issue Resolution:
Address customer complaints, concerns, and feedback promptly.
Collaborate with relevant departments to resolve issues and prevent recurrence.
Document and track customer interactions, issues, and resolutions in as required.
Feedback Analysis:
Collect and analyze customer feedback to identify trends and areas for improvement.
Provide actionable insights to management for enhancing customer experience.
Participate in the development of customer service policies and procedures.
Product/Service Promotion:
Educate customers about new products or services that meet their needs.
Upsell and cross-sell products or services to existing customers where appropriate.
Offer regular trainings to the customer experience team on upselling the hospital products at the front office.
Reporting:
Prepare and present regular reports on customer interactions, complaints, and resolutions to management.
Monitor and report on customer satisfaction levels and suggest improvements
Leadership and Team Collaboration:
Resolve customer complaints in a timely and efficient manner, ensuring satisfaction.
Work closely with sales, marketing, and product development teams to align customer relations strategies with business goals. Train and mentor junior staff on customer relations best practices.
Represent the company in customer experience events externally
Qualifications:
Education
Bachelors degree in Business Administration, Marketing, Communications, or a related field.
Experience
2-4 years of experience in customer service, sales, or a related role.
Skills:
Strong communication and interpersonal skills. Problem-solving abilities and a customer-focused mindset. Proficiency in CRM software and Microsoft Office Suite. Ability to handle difficult customers and resolve conflicts.
Excellent organizational skills and attention to detail.
Personal Attributes:
Patience, empathy, and a positive attitude.
Ability to work independently and as part of a team.
Proactive, adaptable, and able to thrive in a fast-paced environment.
