Client Experience Specialist

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Client Experience Specialist (169141)

Attend all clinic locations regularly (70% of job time) to ensure the process flow is aligned with client experience vision.
Support the Operations Team on ground when needed.
Flexibility in work time to work mainly during the peak clinical hours.
Report on clinic visits with proactive ideas on enhancement opportunities.
Strategically aligns with all stakeholders to ensure efficiency of execution of tasks related to client experience.
Track customer experiences feedbacks across online and offline channels with the feedback team.
Deal with extreme feedbacks customers, to attend to their needs and solve all their problems, in clinics, online and on the phone when needed.
Collaborate with the medical, operations, marketing, and sales teams to enhance customer services and brand awareness.
Identify customer needs and taking proactive steps to maintain positive experiences.
Respond to customer queries in a timely and effective manner, within the team’s SLA times.
Document processes and issues, as well as customer compliments and complaints.
Be informed and keep up to date with emerging technologies in CRM and propose internal improvement measures.
Assist in executing and implementing the Client Experience Team projects for onsite enhancements, in-clinic client journey and the client’s digital journey.
Focus on building solid relationships with all staff including physicians and the medical team.

A Bachelor's degree in Marketing, Business Administration or related major from reputable university.
5-7 years of relevant experience in healthcare, hospitality, medical Services, real estate and/or retail sector.
Extensive experience in gathering and interpreting customer experience information.
Solid knowledge of online customer engagement platforms and channels.
Proficiency in MS Office, as well as CX and CRM software.
Exceptional interpersonal skills and a client-centered approach.
Great organizational and time management abilities.
Superb communication, collaboration, and problem-solving skills.
Fluent in English.
Flexible to travel based on business need.
Flexible with working hours (some days will be evenings in the clinics).