Customer Services Director

DUTIES AND RESPONSIBILITIES:

• Improving customer service experience, creating engaged customers, and facilitating organic growth.
• Taking ownership of customers' issues and following problems through to resolution.
• Setting a clear mission and deploying strategies focused towards that mission.
• Develop and implement customer service policies and procedures to enhance patient and employee experience and satisfaction.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Coordinate with department heads / HODs to ensure seamless service delivery that meets patients' and stakeholders' needs and expectations.
• Monitor and evaluate staff performance, provide training and development opportunities, and address performance issues.
• Collaborate with clinical and administrative professionals to carry out patient-centered care initiatives to enhance the general experience.
• Keen and updated on industry trends, best practices, and new methods related to customer services in the healthcare setting.

Skills

QUALIFICATION AND SKILLS:

• Proven working experience as a Customer Service Director, Hotel Management, at least ten years.
• Experience in providing customer service support.
• Excellent knowledge of management methods and techniques.
• Proficiency in English and Arabic.
• Awareness of the industry's latest technology trends and applications.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.
• BS degree in Business Administration or related field.