Customer Happiness Officer

About the Company

The Customer Happiness Officer at a Smart Sale Medical Center is responsible for ensuring a positive and exceptional experience for all visitors of the Center. The primary goal is to manage customers satisfaction, address concerns, and foster a welcoming and supportive environment that enhances the overall experience at the Center. The role is focused on delivering outstanding customer service, improving customer experiences, and ensuring that customers receive the correct information about the services provided by the facility.

About the Role

The Customer Happiness Officer is responsible for ensuring a positive and exceptional experience for all visitors of the Center.

Responsibilities

• Get everything ready before official working hours, and ensure the reception is set up before clients arrive.
• Greet the customers of the Center.
• Assist the customers during registration/journey in the Center.
• Provide customers with information on products and services available at the Center.
• Handle customers complaints and concerns, providing swift and appropriate resolutions to issues, ensuring that the patient's experience is as smooth as possible. Involve the Center manager if needed.
• Maintain a proactive approach to anticipating patient needs and ensuring their comfort.
• Gather, assess, and analyse feedback from patients and visitors, using this information to improve the service and operations of the medical center.
• Ensure the client's documentation is checked and verified to align with Dubai health regulations.
• Understand and be familiar with the process/documents required for each type of Visa.
• Be able to answer with confidence any inquiry addressed from clients.
• Work closely with medical and administrative staff to ensure a seamless and efficient patient experience.
• Maintaining a professional and tidy appearance that reflects positively on the company.
• Maintaining a clean and safe work environment.
• Providing regular updates to senior management regarding customer satisfaction and any issues or areas needing attention.
• Maintain and reserve company assets from damage/loss.
• Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
• Understand own role and scope in the organisation and identify how this may develop over time.
• Act as an ambassador for Smart Salem, ensuring the centre’s values are reflected in every interaction with patients and visitors.

Qualifications

• Academic Qualification: High school diploma, or diploma in Hospitality, communications, social studies or similar.
• Experience: Minimum 5 years’ experience in customer service within medical or hospitality industry, preferably in supervisory roles.
• Currently working as Customer Happiness Officer at Smart Salem.

Required Skills

• Russian or Mandarin language is a MUST
• Proficient in MS Office and CRM/customer service platforms.
• Strong understanding of customer service metrics and patient journey mapping.
• Demonstrated leadership and mentoring skills.
• Ability to stay calm and focused under pressure.
• Strong conflict resolution and decision-making skills.
• Upselling techniques and customer engagement strategies.

Preferred Skills

• Advanced communication and interpersonal skills.
• High emotional intelligence and empathy.
• Strategic problem-solving and critical thinking.
• Strong organizational and multitasking capabilities.
• Knowledge of healthcare-related policies and procedures.
• Ability to work effectively in a fast-paced, patient-focused environment.