Job Description

The Customer Service Supervisor oversees the customer service team, ensuring excellent patient experience, monitoring performance, resolving escalated complaints, and improving service quality.

Key Responsibilities:

• Supervise and support the customer service team.
• Monitor staff performance and provide coaching.
• Ensure compliance with customer service standards and policies.
• Handle escalated patient complaints and resolve issues promptly.
• Prepare customer service reports and performance metrics.
• Coordinate with clinic departments to improve patient satisfaction.
• Develop work schedules and assign daily tasks.
• Train new customer service employees.
• Monitor appointment management and patient flow.
• Recommend process improvements to enhance service quality.

Qualifications:

• Bachelor’s degree in Business Administration, Healthcare Administration, or a related field.
• Minimum 3 years of customer service experience.
• Previous supervisory experience is preferred.
• Fluent in Arabic and English.

Skills:

• Leadership
• Team management
• Conflict resolution
• Communication
• Coaching
• Problem-solving
• Decision-making
• Performance management