Customer Service Representative

Company Overview Basma.com provides innovative orthodontic aligners, delivering convenient and effective teeth straightening solutions for confident smiles. Our north star metric is smiles started and we are on a mission to reach 100,000 Smiles by 2030.

BASMA.com is a team of doctors and technology experts united by a mission to help the world achieve better teeth alignment and healthy smiles. BASMA.com is dedicated to redefining the orthodontic industry by leveraging AI and offering a hybrid treatment approach. Our mission is to make orthodontic care accessible, affordable, and convenient for everyone. We strive to remove barriers to orthodontic services and ensure that everyone can achieve the smile they deserve without the hassle and high costs traditionally associated with it. We seamlessly blend the convenience of remote monitoring with the expertise of in-clinic consultations, ensuring both patient comfort and the highest medical standards. Our personalized care and expert guidance empower every patient to achieve optimal dental health and a confident, beautiful smile.

Key Responsibilities

• Following up on every touch point during the Invisible aligners treatment journey of BASMA’s patients.
• Connecting patients with partner clinics to ensure a smooth treatment process.
• Enhancing patient experience and relationship by delivering a high level of customer service in response to queries and treatment-related concerns.
• Initiating and responding to WhatsApp chats daily within a specified Service Level Agreement (SLA).
• Resolving patients’ doubts and questions regarding the treatment and the entire process with the company.
• Managing both inbound and outbound calls.
• Completing assigned outbound tasks within the required time frame.
• Ticket management in the CRM platform, covering necessary pre-treatment activities to the final patient experience.
• Meeting Key Performance Indicators by following up with patients to collect reviews, testimonials, before-and-after photos, and generating sales through referrals and retainers.
• Following up on patients’ monthly payments and coordinating with the accounting team to ensure proper collection.
• Collaborating with the Lab, Treatment Design, and Delivery teams at every step of the patients’ treatment to ensure that patients are on the right track and to adhere to the Service Level Agreement regarding the production of aligners and monitoring treatment progress.
• Educating the patients during their treatment journey on using the aligners, utilizing the mobile app, and understanding dental procedures throughout the treatment process.

Requirements Educational background

• Bachelor's degree in Marketing, Business, or a related field
• Health Tech, dental background or experience in a high growth startup is a plus

Experience, Knowledge And Technical Skills

• You are empathetic and customer-centric with excellent communication skills
• Proven record of overcoming targets
• You have experience working with CRM
• Excellent written and verbal communication skills in both Arabic and English
• You know how to effectively manage your tasks and time as you will be given full autonomy
• Meticulous attention to detail with the ability to multitask
• Passionate about healthcare excellence
• 2 - 3 years of experience in Customer Success

Basma.com is an equal opportunity employer committed to diversity and inclusion. We base our hiring decisions on qualifications, merit, and business needs.