Customer Happiness Officer

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:

• Welcomes and assist clients during registration/journey in the center.
• Provide appropriate solutions for customers.
• Be able to answer with confident 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 Visa.
• Keeps updated information of all products and services provided by the company for customers/ clients.
• Maintains safe by complying with health, safety and emergency procedures, rules and regulations.
• Recognize and work within own competence and KSA Code of Ethics / Professional Code of Conduct.
• 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.

Teamwork:

• Work an effective and responsible team member, supporting others and exploring the mechanisms to develop 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.
• Working with the Manger and always following their directions.

Language

Fluency in Arabic & English