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Job Description
- Job Title: Senior Contact Center & Social Media Manager
- Department: Client Services
- Location: 10th of ramadan city
- Reporting To: Regional Managing Director / CEO
- Role Objective:
- To lead and manage the contact center and social media messaging operations across a network of aesthetic clinics.
- This role ensures timely, professional, and high-quality interactions with clients across all communication channels—calls, messages, and social platforms—while driving client satisfaction, appointment bookings, and brand consistency.
Key Responsibilities:
- Contact Center Leadership:
- Manage day-to-day operations of the contact center, ensuring seamless client communication and booking management.
- Supervise a team of agents handling inbound and outbound calls for consultations, appointments, and client support.
- Develop SOPs, scripts, and service standards to maintain a premium client experience.
- Monitor team performance, provide coaching, and ensure adherence to KPIs
- Collaborate with front desk and operations teams to align schedules and ensure booking accuracy.
- Social Media Messaging Oversight
- Oversee and respond to messages, comments, and inquiries on platforms such as Instagram, Facebook, WhatsApp Business, and others.
- Ensure all responses reflect the clinic’s tone of voice and are handled promptly and professionally.
- Guide the team in converting digital inquiries into confirmed appointments.Stay updated on promotions, offers, and campaigns to ensure accurate information is shared with clients.
- Strategy & Performance Monitoring:
- Track and analyze daily communication performance and suggest process improvements.
- Prepare regular reports on lead conversions, client feedback, and channel performance.
- Work with management to align communication strategies with overall business goals.
- Identify opportunities to enhance the client experience and operational efficiency.
Job Requirements
- At least 10 years of experience in a similar role within the aesthetic, dermatology, or healthcare industry.
- Strong leadership and team management skills.
- Proficient in handling customer service operations and social media communication.
- Fluent in Arabic and English (written and spoken).
- Deep understanding of aesthetic services and client expectations.
- Strong interpersonal, organizational, and communication skills.
- At least 10 years of experience in a similar role within the aesthetic, dermatology, or healthcare industry.
- Strong leadership and team management skills.
- Proficient in handling customer service operations and social media communication.
- Fluent in Arabic and English (written and spoken).
- Deep understanding of aesthetic services and client expectations.
- Strong interpersonal, organizational, and communication skills.
Preferred Qualities: - Client-focused mindset with a professional and friendly demeanor.
- Ability to manage pressure, high inquiry volumes, and fast-paced work environments.
- Skilled in creating service scripts and training manuals.
