Customer Service Manager

Job description / Role

Job Type
Full Time

Job Location
Dubai, UAE

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
Customer Service

Company Industry
Healthcare, Hospital & Medical Services

Description

About Médetone
Médetone is a dynamic and fast-growing online pharmacy that prioritises customer care and innovation in healthcare delivery. We are committed to providing customers a seamless, safe, and efficient service. We offer prescription medications, over-the-counter products, and personalised healthcare services. As we continue to grow, we are looking for a skilled Customer Service Manager to lead our customer service team and ensure that our clients receive the highest level of support and satisfaction.

Role overview

As the CSM, you will be responsible for overseeing the customer service operations, leading a team of customer service representatives, and ensuring that customer interactions are handled with professionalism and efficiency. Your primary goal will be to enhance customer satisfaction, foster loyalty, and improve the overall customer experience with Médetone.

Key responsibilities

• Team leadership: Lead, mentor, and develop a team of customer service representatives, fostering a culture of excellence, accountability, and continuous improvement.
• Customer experience: Develop and implement customer service policies and procedures to enhance the customer experience. Ensure that all interactions are aligned with Médetone’s values and mission.
• Performance management: Monitor and evaluate team performance against key performance indicators (KPIs). Conduct regular performance reviews, provide feedback, and implement training programs to address skill gaps.
• Issue resolution: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Act as a point of contact for complex customer issues, working collaboratively with other departments as needed.
• Customer engagement: Promote strong relationships with customers by understanding their needs and expectations. Proactively seek feedback to identify areas for improvement and implement necessary changes.
• Data analysis: Analyse customer service metrics and data to identify trends and areas for improvement. Prepare reports for senior management to highlight performance and recommend strategies for enhancement.
• Training and development: Develop and deliver training programs for customer service staff, ensuring they are equipped with the necessary skills and knowledge to provide outstanding service.

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  Collaboration: Work closely with other departments, including operations, marketing, and sales, to ensure a cohesive approach to customer service and enhance the overall customer journey.

Requirements

• Experience: Proven experience in a customer service management role, ideally within the healthcare, pharmacy, or e-commerce sectors.
• Leadership skills: Strong leadership and team management skills, with the ability to motivate and develop a high-performing customer service team.
• Customer focus: A passion for delivering exceptional customer service and a deep understanding of customer needs and expectations.
• Communication skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Analytical skills: Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions to enhance customer service delivery.
• IT proficiency: Familiarity with customer service software, CRM systems, and Microsoft Office applications.
• Adaptability: Ability to thrive in a fast-paced environment and adapt to changing customer needs and business objectives.

Benefits

Why join us?
At Médetone, you will be part of a dynamic and supportive team dedicated to making a difference in healthcare. As the Customer Service Manager, you will have the opportunity to shape our customer service strategy and lead a team that is passionate about enhancing the patient experience.

What we offer
Competitive salary
A collaborative and inclusive team culture
Pension scheme
Employee discounts on healthcare products
Professional development opportunities