Customer Services Manager

Key Responsibilities

A. Patient Experience & Customer Relations

• Ensure a welcoming, respectful, and professional experience for every patient and visitor.
• Oversee patient inquiries, appointment bookings, confirmations, follow-ups, and feedback.
• Maintain high standards of communication across reception, telephone, WhatsApp, and other customer-service channels.
• Develop strategies to improve patient satisfaction, retention, and service quality.

B. Team & Front-Desk Management

• Supervise customer service representatives and reception staff.
• Establish clear service standards, staff responsibilities, and performance expectations.
• Monitor punctuality, professional conduct, grooming, communication, and adherence to approved procedures.
• Arrange staff training on customer handling, communication, complaint resolution, and patient confidentiality.

C. Complaint & Feedback Management

• Handle escalated patient complaints professionally and promptly.
• Maintain a complaint and feedback register, ensuring proper documentation and timely resolution.
• Identify recurring issues and recommend corrective and preventive actions to management.
• Ensure patient concerns are addressed respectfully without making unauthorized clinical or financial commitments.

D. Appointment & Operational Coordination

• Monitor appointment scheduling, waiting times, cancellations, and patient flow.
• Coordinate with doctors, therapists, and relevant departments to minimize delays and improve service efficiency.
• Ensure accurate patient-service records and proper follow-up of inquiries and appointments.
• Coordinate with the marketing team to manage incoming leads, inquiries, and conversion into booked appointments, while maintaining ethical communication.

E. Quality Assurance & Regulatory Compliance

• Ensure customer service practices comply with applicable healthcare regulations, patient confidentiality requirements, and organizational policies.
• Maintain appropriate records of complaints, feedback, service incidents, and corrective actions.
• Coordinate with HR and management on service-quality audits, staff training, and improvement initiatives.
• Ensure that staff communicate only approved information regarding treatments, prices, appointments, and services.

F. Reporting & Performance Management

• Prepare daily, weekly, and monthly customer service reports for management.
• Monitor key performance indicators, including:
• Patient satisfaction and feedback scores.
• Complaint volume and resolution time.
• Appointment booking and confirmation rates.
• Missed appointments and cancellation rates.
• Inquiry-to-appointment conversion rate.
• Patient retention and follow-up completion.
• Recommend practical improvements based on performance data and patient feedback.

3. Qualifications & Experience

• Bachelor’s degree in Business Administration, Healthcare Management, Hospitality, or a relevant field.
• At least 3–5 years of experience in customer service, patient relations, hospitality, or healthcare operations.
• Previous supervisory or managerial experience is preferred.
• Experience in a healthcare, dermatology, skincare, or aesthetic clinic will be an advantage.
• Strong command of spoken and written English and Urdu.
• Proficiency in MS Office, spreadsheets, appointment systems, and customer relationship management (CRM) tools.

4. Required Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong leadership, team management, and conflict-resolution abilities.
• Professional handling of sensitive patient concerns and confidential information.
• Strong organizational skills, attention to detail, and problem-solving ability.
• Ability to work under pressure and manage multiple priorities.
• Customer-focused mindset with a commitment to service excellence and accountability.

Pay: Rs80,000.00 - Rs100,000.00 per month

Work Location: In person