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Call Centre and Customer Relations Manager
1 week ago
We are seeking a highly motivated and organized Call Centre and Customer Relations Manager to join our team at Skills Hub Recruitment Solutions. As a Call Centre and Customer Relations Manager, you will be responsible for managing call centre operations, customer relationships, and ensuring excellent customer service.
Key Responsibilities:
- Manage call centre operations, including scheduling, staffing, and performance management.
- Build and maintain strong relationships with customers, responding to their queries, resolving issues, and ensuring a positive experience.
- Develop a comprehensive understanding of our healthcare services and offerings, effectively communicating the benefits to customers.
- Efficiently manage appointment calendars and schedules, ensuring optimal utilization of time slots and prompt follow-ups.
- Conduct follow-up calls and emails to nurture customer relationships and guide them through the decision-making process.
- Deliver exceptional customer service at all touchpoints, addressing inquiries, resolving issues, and ensuring a positive customer experience.
- Work closely with the marketing team to understand campaign strategies, target audience demographics, and marketing initiatives.
- Monitor and analyze customer satisfaction ratings, identifying areas for improvement and implementing strategies to enhance customer experience.
Requirements:
- Min. 1-2 years' experience in call centre management, customer service, or a related field, preferably in the healthcare industry.
- Excellent communication skills, both verbal and written, with a friendly and persuasive demeanor.
- Empathy and a genuine desire to assist customers in making informed decisions about their healthcare needs.
- Strong organizational skills and the ability to multitask effectively in a fast-paced environment.
- Adaptability to learn about medical procedures and services to engage with customers confidently.
- Results-driven with a track record of meeting or exceeding customer satisfaction targets.
- Ability to work independently and as part of a team.
- High level of integrity and adherence to ethical standards in dealing with customer information and inquiries.
- Fluent in English and Arabic.
