Job Description

Purpose of Job:

The Customer Experience Specialist is primarily responsible for ensuring a seamless patient journey for all patients of OneHealth. They will also provide some support to Marketing operations activities both on-ground and ad-hoc when needed. They are to interact with customers across all channels and platforms and align with all internal stakeholders on process improvement strategies and project execution. The CX specialist also tracks all points of customer engagement, addresses customer queries, resolves issues and negative feedback, and identifies ways to improve our customer service.

Duties and Responsibilities Client related (70%):

• Attends all clinic/hospitals locations regularly to ensure the process flow is aligned with client experience vision

• Flexibility in work time to work mainly during the peak clinical hours for clinic/hospitals visits

• Reports on clinic/hospitals visits with proactive ideas on enhancement opportunities

• Strategically aligns with all stakeholders to ensure efficiency of execution of tasks related to client experience

• Track customer experience feedback across online and offline channels with the feedback team

• Deal with serious complaint and negative feedback customers, to attend to their needs and solve all their problems, in clinics, online and on the phone when needed

• Collaborate with the medical, operations, marketing, and sales teams to enhance customer services and brand awareness

• Identify customer needs and taking proactive steps to maintain positive experiences.

• Respond to customer queries in a timely and effective manner, within the team’s SLA times

• Assist clients throughout the patient journey within the clinic/hospital

• Host VIP clients and VIP tours

• Document processes and issues, as well as customer compliments and complaints.

• Be informed and keep up to date with emerging technologies in CRM and propose internal improvement measures

• Assist in executing and implementing the Client Experience Team projects for onsite enhancements, in clinic client journey and the client’s digital journey

• Focus on building solid relationships with all staff including physicians and the medical team Marketing Related (30%):

• Handle requests from both AXA Egypt and partners from business development team in relation to Marketing activities

• Align with the relevant partners according to each on-ground event, and assist in the logistics

• External agency alignment (including all the details of events, maintenance, stocks etc.)

• Internal stakeholder alignment for events (Nurses, doctors, operations staff)

• Handle PR, budget approval, PO, delivery of service/goods for each project

• Recording and alignment with HR of staff hours of attendance at events

• Share and discuss with clients any medical materials whenever needed Monitor stocks of giveaways and flyers and proactively reorder when needed

Job Requirements:

• Business Administration or related major from reputable university

. • 2-3 years relevant industry experience

• Extensive experience in gathering and interpreting customer experience information.

• Solid knowledge of online customer engagement platforms and channels.

• Proficiency in MS Office, as well as CX and CRM software.

• Exceptional interpersonal skills and a client-centered approach.

• Great organizational and time management abilities.

• Superb communication, collaboration, and problem-solving skills

• Ability to travel without restrictions