Senior Customer Service

As the Senior Customer Service Specialist at Dr. Costi House of Beauty, we are seeking an experienced and passionate individual to elevate our customer support to new heights. Your role will encompass coordinating inquiries, addressing concerns promptly, and ensuring seamless appointment scheduling to optimize patient flow. Collaborating closely with the operations team, you will refine processes and prioritize customer convenience. Your expertise in issue resolution and performance monitoring will be essential in maintaining exceptional service standards. As the Senior Customer Service Specialist, you will play a pivotal role in upholding our commitment to unparalleled professionalism and elevated customer experiences.

1. Customer Support Coordination: Coordinate customer support activities, ensuring that all customer inquiries, concerns, and feedback are addressed promptly, professionally, and with a high level of customer service.
   
2. Schedule Management: Oversee and coordinate the schedule of appointments for the clinic, ensuring optimized patient flow and minimizing wait times.
   
3. Operations Collaboration: Work closely with the clinic's operations team to optimize appointment booking processes and ensure seamless patient experiences.
   
4. Scheduling Monitoring: Monitor appointment scheduling to avoid conflicts, overlapping, and long waiting periods, prioritizing patients' convenience and satisfaction.
   
5. Issue Resolution: Address any scheduling issues or conflicts promptly and professionally, ensuring effective resolution.
   
6. Process Refinement: Continuously evaluate and refine scheduling processes to improve efficiency and better accommodate patient preferences and needs.
   
7. Performance Monitoring: Monitor the performance of customer service agents, providing feedback and coaching to improve performance and enhance customer satisfaction.
   
8. Reporting and Analytics: Provide regular reports and analytics on customer service performance and trends to higher management and the Head of Customer Service.
   
9. Training and Development: Assist in the training and development of customer service team members, fostering a performance-driven culture focused on meeting and exceeding customer expectations.
   
10. Product Knowledge: Maintain in-depth knowledge of clinic services and products to provide accurate information to customers.
    
11. Data Management & System Proficiency : Demonstrate proficiency in working on the customer service system and responsibly manage all patient data to ensure efficient workflows and personalized experiences for each valued client.
    

Requirements

Education & Experience

●       Bachelor's degree in Business Administration, Hospitality Management, or a related field.

●       A minimum of 3 years of experience in a customer service leadership role, preferably in a high-end service environment or medical setting.

Competencies & Skills

●       Excellent customer service and interpersonal skills.

●       Strong verbal and written communication abilities.

●       Problem-solving and conflict resolution skills.

●       Effective time management and organizational skills.

●       Adaptability and flexibility in handling changing situations.

●       Attention to detail and accuracy in managing data and schedules.

●       Collaborative and team-oriented approach to work.

●       Analytical skills for feedback analysis and performance monitoring.

●       Leadership qualities to guide and mentor team members.

●       Proficiency in using customer service systems and software.

●       Professionalism and poise in handling challenging interactions.

●       Data privacy and compliance awareness.

●       Positive and enthusiastic attitude towards customers and colleagues.