Customer Happiness Officer

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:
  • Welcomes and assists clients during registration/journey in the center.
  • Provide appropriate solutions for customers.
  • Answer confidently any inquiry addressed from clients.
  • Process customers' POS transactions accurately.
  • Build relationships with customers, enabling repeat visits.
• Product Knowledge:
  • Understand and be familiar with the process/documents required for each type of service.
  • Keep updated information of all products and services provided to customers/clients.
  • Maintain safety by complying with health, safety and emergency procedures, rules and regulations.
  • Recognize and work within own competence and Professional Code of Conduct.
  • Understand own role and scope in the organization 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 elevate to the line manager if needed.
• Resolve any issues related to simple troubleshooting.
• Resolve any issues that negatively affect the customer's experience.

Teamwork

• Work as an effective and responsible team member, supporting others and exploring new ways of working.
• Disseminate learning and information gained to other team members in order to share good practice and inform others about current and future developments.
• Work with the Manager and always follow their directions.

Language

Fluency in Arabic & English

Seniority level

• Associate

Employment type

• Full time

Job function

• Health Care Provider and Customer Service
• Industries: Hospitals and Health Care, Wellness and Fitness Services, and Public Health

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