Customer Success Executive

Full Time

London International Patient Services -
Sheraton, CairoPosted 2 years ago

34Applicants for1 open position

28Viewed

3In Consideration
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Job Description

Conducting spot checks audits by monitoring operations staff on monthly basis, ensuring compliance with policies and procedures, and excellence in customer service.
Identifying areas of improvements and training needs based on auditing findings.
Identifying process improvement solutions to optimize performance. Including digitization of manual processes to bring about efficiency.
Creating a report for the overall monthly audit performance feedback.
Following up on action plans implementations and the corresponding performance results.
Keeping a track of reviews on various feedback platforms; ensuring all reviews have been replied to accordingly.
Conducting outbound calls to collect feedback from patients on operations performance.
Gathering quality surveys feedback on consultant’s satisfaction level.
Managing feedback received to improve our services and provide the highest standards of care and treatment.
Managing complaints by ensuring that they are investigated and responded to in accordance with the company complaints policy.
Collecting and replying to any reported complaints that are related to the performance of any department and document it in a tracking sheet.
Liaising with the department manager who is in charge of resolving the received complaint, and following up on the solution implementation till it gets resolved.
Contacting complaint issuer, ensuring resolutions are complete and closing the loop.
Raise, report technical issues to IT and work with the core team to solve customers' challenges.
Strong stakeholder management – allowing you to engage with various personas and adjusting the communication style/approach to achieve your objective(s)
Ability to manage own time/diary, and able to prioritize according to our business or the customers’ needs.
A proactive approach, working with internal and external stakeholders

Job Requirements

Bachelor’s Degree in any relevant major.
Fluent English Speaker is a MUST. (British Accent is preferred).
1-3 Years of experience in Customer Service field.
Minimum 2 years of experience in auditing or quality assurance analyst positions.
Proven knowledge of auditing standards.
Excellent user of Microsoft office tools: Word, Excel, power point, outlook.
Medical background is a plus.
Working in an escalation LOB is a plus.