Head of Customer Service

As the Head of Customer Service at Dr. Costi House of Beauty Clinic, you will be responsible for managing all customer service touchpoints in the Patient Journey, encompassing interactions through the Hotline, Email, Social Media channels, chat, and clinic visits. Your primary focus will be on leading, mentoring, and developing a team of Customer Service Agents to deliver excellent customer support while adhering to core KPIs for customer service excellence, efficiency, and quality. Your dedication to providing prompt and exceptional customer experiences will reinforce the clinic's commitment to personalized beauty plans and ensure unparalleled satisfaction for our patients.

1. Customer Support Strategy: Develop and implement an effective customer support strategy aligned with the clinic's goals to enhance the overall customer experience.
   
2. Team Management: Oversee and lead the customer service team, providing guidance, support, and training to ensure exceptional customer service delivery.
   
3. Quality Assurance: Establish and maintain quality assurance measures to monitor team performance and ensure consistent, high-quality service to patients.
   
4. Handling Escalated Issues: Handle escalated customer concerns and complaints promptly, working on root cause analysis to prevent reoccurrences.
   
5. Process Improvement: Continuously evaluate and refine customer service processes to optimize efficiency and identify areas for improvement.
   
6. Performance Metrics: Define and monitor key performance indicators (KPIs) for the customer service team, including speed, efficiency, effectiveness, quality, and accuracy.
   
7. Cross-Departmental Collaboration: Collaborate with other departments to ensure a seamless and cohesive customer experience throughout the patient journey.
   
8. Customer Feedback Analysis: Collect and analyze customer feedback to identify areas for improvement and enhance customer satisfaction.
   
9. Staff Training and Development: Identify training needs and organize workshops to improve the team's skills and knowledge.
   
10. Best Practices: Implement industry best practices and strategies to maintain a competitive edge in customer service.
    
11. Customer Relationship Management: Build and maintain strong relationships with loyal customers, acknowledging their support and loyalty to the clinic.
    
12. Adherence to Policies and Regulations: Ensure customer service activities comply with company policies and relevant regulations, including data protection and privacy guidelines.
    
13. Interaction Audits: Conduct audits on customer interactions, providing relevant scoring and coaching plans for improvement.
    
14. Product Knowledge: Assess product knowledge and ensure employees have access to appropriate tools and training.
    
15. Knowledge Base Management: Contribute to the creation and enhancement of the knowledge base for Customer Service Agents.
    
16. Process Improvement: Drive continuous process improvement through collaboration with the Quality Assurance team.
    
17. Messaging System: Develop and customize the Customer Support messaging system to enhance workflow efficiency.
    
18. Time Off Management: Handle Time Off requests and ensure schedule adjustments are managed effectively.
    

Requirements

Education & Experience

●       Bachelor's degree in marketing, communications, advertising, business management, or in a related field is preferred.

●       Minimum 5 years’ experience in a Customer Support, Customer Service role with at least 2 years in a managerial / leadership role in that field.

Competencies & Skills

●       Leadership skills

●       Strategy and Planning skills

●       Outstanding Customer Service skills

●       Excellent verbal and written communication skills

●       Effective team management and motivation

●       Ability to address complex issues

●       Strategic choices for operations

●       Building and maintaining customer loyalty

●       Developing strategies for exceptional experiences

●       Ability to work overtime during peak periods

●       Efficient allocation of resources

●       Bilingual in English and Arabic (French language is a Plus)

●       Familiarity with customer service systems and different communication channels: calls, chat, tickets and social media channels

●       Strong organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work