Customer Experience Management Lead

2 days ago


Kuwait City, Al Asimah Client of Michael Page Full time
Job Description

We are seeking a highly experienced Customer Experience Management Lead to join our team. As a key member of our organization, you will be responsible for developing and implementing customer service protocols that comply with medical industry regulations and best practices.

The ideal candidate will have a strong background in call center management, with experience in handling sensitive medical and patient information with confidentiality and integrity. You will work closely with the sales, marketing, and medical teams to ensure alignment of services and communication.

Key Responsibilities:

  • Develop and implement customer service protocols that comply with medical industry regulations and best practices.
  • Handle escalated calls and provide resolutions for complex or sensitive medical inquiries.
  • Collaborate with the sales, marketing, and medical teams to ensure alignment of services and communication.
  • Provide feedback from customers to relevant departments for continuous improvement of services and products.

Requirements:

  • Minimum of 5 years in a call center environment, with at least 3 years in a leadership/managerial role.
  • Experience in managing teams within the healthcare industry, preferably with exposure to medical services such as hair transplant or pharmaceutical products.
  • Strong leadership and people management skills.
  • Excellent communication skills, both written and verbal.


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