Call Center Specialist

ABOUT THE COMPANY:

Seline Clinic, renowned as the leading full-cycle aesthetic medical clinic in Russia. As part of our expansion to the heart of the Middle East, we are looking for experienced "Call Center Specialist" to join our team. He/She will be the liaison between our clinic and its current and potential customers.

JOB DESCRIPTION:

Customer Support:

· Handle multiple chat sessions simultaneously to address customer inquiries, complaints, and requests.

· Engage with patients warmly and professionally, demonstrating empathy and understanding, Foster a welcoming atmosphere over the phone, ensuring patients feel valued and cared for.

· Provide accurate, valid, and complete information by using the right resources and tools.

· Advocate for patients by ensuring their needs and concerns are addressed promptly and appropriately, Work closely with other departments to resolve issues and improve overall patient satisfaction.

· Build and maintain strong relationships with clients, ensuring customer satisfaction and retention.

Multichannel Communication:

· Utilize multiple communication channels, including telephone, email, and messaging systems, to ensure patients receive information through their preferred medium,Monitor and respond to clinic voicemail and email inquiries in a timely manner.

Product/Service Knowledge:

· Possess in-depth knowledge of clinic services, promotions, and pricing to effectively communicate value propositions to potential clients.

Issue Resolution:

· Troubleshoot and resolve product or service-related issues, escalating complex cases to the relevant department when needed.

· Ensure that customers feel supported and valued by maintaining a friendly and professional demeanor.

· Handle customer complaints or concerns promptly, ensuring a positive resolution and a high level of customer satisfaction.

Follow-Up and Coordination:

· Coordinate with other call center team members and departments to follow up on complex inquiries or escalate when necessary.

· Document and track each customer interaction, noting issues, resolutions, and customer feedback for future reference.

· Develop and implement effective follow-up procedures to nurture leads, address concerns, and maintain engagement with potential clients.

Cross-Selling and Upselling:

· Handle incoming calls from potential clients and initiate outbound calls to follow up on leads.

· Identify and promote relevant services and products that could enhance the customer experience.

· Work toward personal and team-based sales targets as set by the Call Center Manager.

Efficiently plan and organize daily tasks, ensuring optimal time management and productivity in achieving

Quality Assurance:

· Continuously review and enhance documentation processes, ensuring accuracy in recording customer details, preferences, and sales interactions.

· Adhere to company protocols and maintain a high standard of response quality.

· Participate in regular training to stay updated on company products, services, and chat handling techniques.

· Meet and exceed performance metrics related to call handling, patient satisfaction, and appointment scheduling efficiency.

· Regularly monitor and analyze individual performance metrics, such as conversion rates, call success rates, and average handling time, to identify areas for improvement.

· Actively participate in ongoing training sessions to stay updated on new clinic services, Appointment techniques, and product knowledge.

· Execute tasks as required by the manager, demonstrating flexibility and responsiveness to changing priorities and directives.

Documentation:

· Prepare and submit daily, weekly, and monthly reports to the Contact Center Manager.

Feedback Loop:

· Establish a feedback loop with the marketing team to share insights on the effectiveness of promotional campaigns and identify areas for improvement.

Collaboration with Support Teams:

· Collaborate with other departments, such as customer support and billing, to streamline processes and address client inquiries effectively.

JOB REQUIREMENTS:

• Bachelors Degree
• Previous experience in a customer support role for a minimum 2 Years of experience in UAE
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Exceptional communication skills, both written and verbal.
• Good pleasing personality with excellent communication, planning, organization, interpersonal and presentation skills.
• Aesthetics Clinic experience in Dubai (preferred)
• Russian language will be an added advantage.

COMPENSATION & REWARDS:

• Compensation is one of the best in the industry w/ local benefits.
• Strong incentive scheme upon achieving target.
• KPIs.
• Job Type: Full-time