Customer Care Manager

Customer Care Manager

الوصف الوظيفي

Role: Customer Care Manager

Reporting to: Customer Care Manager, Team Leader UAE

Location: Remotely Job

Languages: Fluent in English/ Arabic

Summary:

Reporting to The CCM Team Leader UAE, The Customer Care Manager (CCM) represents the Allurion Program Ambassador to patients and Clinics. Mainly responsible for informing potential patients who submitted information requests or scheduled Advisor Consultations, help them book appointments and placements at partner Clinics, driving conversion from leads to placements, supporting the Sales team to achieve the Sales target and contributing to achievement of ROI target.

CCM actively collaborates with other Allurion colleagues of the central teams, especially with the relevant market National Sales Manager, BDMs, SAMs.

He/she is able to build and maintain solid relationships with Clinics that are partners and their front desk

staff. Effectively manages all tools and resources to perform the core activity of the role through a multichannel approach.

EXPECTATIONS AND RESPONSIBILITIES:

Inform leads and book highly qualified appointments (1st contact point)

Support a Multi-channel lead nurture strategy using software provided by Allurion toensure consistency: including facilitating SMS / WhatsApp / email campaigns

Pro-actively put in place tactics to develop conversions

Conduct both phone and video consultations with prospective patients as part of the process of qualification and filtering prior to introducing these leads these to the clinic

Collect and update data from and in CRM, software, clinics, patient events and report in a timely and accurate manner all KPIs requested (including but not exclusively: ROI and weekly reports, patient event planer, SMS/emails etc. reports, etc.), Quarterly Business Reviews

Maintains regular communication with all stakeholders

Work alongside colleagues in the Marketing team to support social media management: answer comments, inquiries.

Clinic engagement: nurture and maintain good relationship with clinics enquiry teams to maximize conversions; working closely with SAM/BDM/NSM to ensure clinic coaching and training

Additional marketing and sales support: ad-hoc translations for lead nurture and social media content (emails, SMS, posts, ads)

المهارات

REQUIRED ATTRIBUTES:

Advanced and experienced in (tele)sales and consultative selling/service role

Able to deliver a high-quality end to end customer experience

Able to work effectively both as a team and independently

Advanced communications skills (fluent in written and oral EN & AR)

Knowledge of healthcare industry and gastric balloon offer

Deep knowledge of Allurion product and program

Smart, positive, reactive and proactive to quickly adapt to a rapidly changing environment

Emphatic and easy to build relationships of trust with potential patients

Organizational skills and attention to detail; ability to answer queries in a timely and accurate manner

Flexible and agile towards new information taking, new tasks management, new relationships building

Strong communication and influencing skills

تفاصيل الوظيفة

منطقة الوظيفة

دبي, الإمارات العربية المتحدة

قطاع الشركة

خدمات الرعاية الصحية الأخرى

طبيعة عمل الشركة

غير محدد

الدور الوظيفي

خدمة العملاء ومركز الإتصال

نوع التوظيف

دوام كامل

الراتب الشهري

غير محدد

عدد الوظائف الشاغرة

1

المرشح المفضل

عدد سنوات الخبرة

الحد الأدنى: 2

الجنسية

الإمارات العربية المتحدة; لبنان

للتقدم على الوظيفة