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Customer Care Manager - Health Care

Advanced International Employment Services

5 - 10 years $6,001 - $7,000 Abu Dhabi - United Arab Emirates

Bachelor of Science, Bachelor of Pharmacy(Pharmacy). Any Arabic National

Medical Insurance

, Posted on May 13, 2018 1 Opening

Job Description

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• Manage and lead the customer care / technical support department
• Set a clear mission and deploy strategies focused towards that mission.
• Recruit, mentor and develop customer service support team and nurture an environment where they can excel through encouragement and empowerment
• Manage the staff recruitment and appraisals
• Develop service procedures, policies and standards
• Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service team and the department heads.
• Analyse statistics or other data to determine the level of customer service the organisation is providing.
• Meet with other managers and deparment heads to discuss possible improvements to customer service
• Provide client education on specimen collection and other technical related processes
• Provide support to the scientific team on projects such as new tests development
• Coordinate with laboratory operations for process flow improvements initiative
• Provide support to Finance for operation related queries on invoices
• Assists Business Development team on new accounts and maintaining existing accounts
• Manage and prepare the Customer Care/Technical Support Team Roaster
• Assist with correspondence related to customer/client complaints
• Monitor activity for “special handling” accounts. This involves manual review of TRF to ensure correct information is transcribed from the TRF, monitoring timely result delivery to client, proactive follow up with client, etc.
• The Customer Care Manager must be capable of providing in-service if issues appear to be client education related. S/he may interact with the Technical Director, Medical Director, QA/QC if it appears to be internal laboratory issues
• Ability to structure complex business problems in a logical manner.

Industry Type : Medical / Healthcare / Diagnostics / Medical Devices
Functional Area : Doctor / Nurse / Paramedics / Hospital Technicians / Medical Research


Customer care Call Centre Health

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Advanced International Employment Services

Founded in 2006 in Abu Dhabi, U.A.E., Advanced International Employment Services (AIES) , part of Bin Butti International Holdings, has been partnering with business and government agencies across the Middle East in support of their on demand manpower solutions.

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Name/ Designation:
Kamran Rehman - Recruitment Consultant

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