Customer Happiness Officer

Job Objective

A dedicated and service-oriented Customer Happiness Officer committed to delivering an exceptional, seamless, and efficient experience for all patients and visitors at a fast-paced, customer-focused medical center.

Responsible for managing front-desk operations, customer interactions, and service coordination, ensuring that every patient receives professional, timely, and personalized assistance.

Focused on enhancing patient satisfaction, optimizing service efficiency, and promoting additional healthcare services, including screenings, wellness programs, and specialty consultations. Strives to uphold the medical center’s core values of speed, innovation, and excellence in customer care, ensuring a smooth and welcoming healthcare journey for all.

Role Description 

·      Greet and assist patients and visitors.

·      Manage front-desk operations and patient check-ins.

·      Address customer inquiries and concerns.

·       Ensure a welcoming and friendly environment.

Key Responsibilities

Customer Service:

o   Welcomes and assist clients during registration/journey in the center.

o   Provide appropriate solutions for customers.

o   Be able to answer with confident any inquiry addressed from clients.

o   Process customers’ POS transactions accurately.

o   Build relationships with customers, enabling repeat visits

Product Knowledge:

o   Keeps updated information of all products and services provided by the company for customers/ clients.

o   Maintains safe by complying with health, safety and emergency procedures, rules and regulations.

o   Recognize and work within own competence and KSA Code of Ethics / Professional Code of Conduct.

o    Understand own role and scope in the organisation and identify how this may develop over time.

Qualifications

Education

·       Diploma or Bachelor’s degree in Business Administration, Hospitality, Customer Service, Healthcare Administration, or related field.

·       Professional training or certification in customer service, hospitality, or front-office management is an advantage.

·       Proficiency in MS Office and digital systems (EMR or CRM experience preferred).

Experience

·       Minimum 2–3 years of experience in customer service, front desk, hospitality, aviation, or a patient-facing role within a clinic or medical center.

·       Previous experience in a premium service environment (healthcare, hotel, VIP services, banking, airlines, or luxury retail).

·       Experience handling POS transactions, customer queries, and high-volume service environments.

·       Experience working with electronic systems, including appointment systems, CRM/EMR, or digital kiosks.

·       Demonstrated experience resolving customer complaints professionally and efficiently.

·       Experience promoting or upselling products, services, or add-on packages is preferred.

Skills  

·      Problem Solving:

·       Handle complaints, at their level and be aware when to escalate to the line manger if needed.

·       Resolve any issues related to simple troubleshooting.

·       Resolve any issues that negatively affect the customer’s experience.

Language

Fluency in Arabic & English 

Compensation

Competitive with performance-based incentives.  

Benefits including structured professional development.

Conditions

This job description is subject to periodic review and may be changed at any time in consultation with the employee. 

Time flexibility as Duty hours is required to accommodate changing business needs.