Customer Care Manager

الوصف الوظيفي
Our company is searching for a motivated and experienced customer care manager to lead our customer service department. Your goal will be to provide outstanding customer care and patient relations by developing effective customer care procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

To qualify for the role, the ideal candidate will have proven experience working in a customer care position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

Responsibilities:

Supervise day-to-day operations in the customer service department.
Responsible for managing patient relations and complaint activity.
Liaison between patients, their families, and the organization’s physicians, departments and administration.
Ensures thorough and timely resolution of patient issues, concerns, and complaints.
Respond to customer service issues in a timely manner.
Dealing with MOH legislations for serving our patients.
Create effective customer service procedures, policies, and standards.
Maintain accurate records and document all customer service activities and discussions.
Hiring, training, coaching, and leading call center representatives as they provide support for customers.
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Collect and analyse call-center statistics (sales rates, costs, customer service metrics etc.)
Develop objectives for the call center’s day-to-day activities
Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
Produce, manage and operate the reception , checking future planned absences, planning cover and ensuring overtime is provided when necessary
Represent our company, with a comprehensive understanding of our offerings
Research consumer needs and identify how our solutions meet them
Generate leads, and build and nurture client relationships
Create and execute a strategic plan that expands customer base .
Requirements:

Bachelor’s degree in business administration or relevant field.
A minimum of 5 years of proven experience in a customer care position.
Proficiency in Microsoft Office and customer service software.
Outstanding written and verbal communication skills.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.

المهارات
communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals
listening skills, to understand exactly what customers require
problem-solving skills
confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
motivational skills and an ability to supervise and lead a team of customer service assistants
creative thinking, to be able to come up with new ideas to improve customer service standards
an ability to work well under pressure
organisational and planning skills to develop customer service policies
good personal presentation, especially when face-to-face with customers
a commitment to improve your customer service skills on an ongoing basis.

تفاصيل الوظيفة
منطقة الوظيفة العليا, الرياض , المملكة العربية السعودية
قطاع الشركة المستشفيات الطبية
طبيعة عمل الشركة غير محدد
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 3
منطقة الإقامة الرياض, المملكة العربية السعودية
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/saudi-arabia/jobs/customer-care-manager-4494739/