Our client is seeking a Customer Service Manager who has experience in client servicing roles and who demonstrates effective leadership and management skills. This candidate will be able to advise our treatment coordinators to engage orthodontic new starters and retain existing clientele.
Responsibilities include the following:
Manage staff through daily processes while providing a productive and motivating work environment
Improve existing customer service and customer success processes by collating feedback and reporting to upper management
Coordinates early treatment and braces/Invisalign treatment in-line with internal policies and procedures
Facilitates retention treatment in-line with internal policies and procedures
Provides on-going and after-sales support through consultations and case discussions to ensure customer satisfaction
Improve internal record keeping, accounts and performance management processes to ensure optimum delivery of services
Informing on the progress of applications and status of accounts by creating daily, weekly or monthly reports and work plans.
Handle customer inquiries and provide ongoing support with the assistance of treatment coordinators and medical receptionist to ensure customer needs are met
Resolve customer issues and add value to the service and support to meet customer service expectations
Review service quality standards and adjust internal processes and report on customer handling given any gaps discovered
The minimum entry requirement for this role is an Undergraduate degree with 2 years’ experience in a management position preferably with a history of sales or marketing.