At Hatchfit Physiotherapy Clinic, we are committed to delivering exceptional service to our clients every day. As a Customer Care Executive, you will play a vital role in ensuring that our clients receive the highest level of service and support. Your primary responsibility will be to manage and resolve customer inquiries efficiently, building strong relationships and maintaining client satisfaction.
Key Responsibilities:
- Provide consistently high-quality service to customers on a daily basis.
- Analyze and respond to customer queries via telephone and email, ensuring appropriate and timely solutions.
- Maintain a customer-focused approach at all times, adhering to standard guidelines for handling inquiries.
- Build and sustain long-term relationships with clients through phone calls, emails, and follow-up on job quality.
- Take ownership of customer queries, proactively working towards resolution.
- Ensure all customer queries are thoroughly investigated and resolved, escalating to the Team Leader or Line Manager when necessary.
- Keep accurate records of all transactions and interactions with customers.
- Perform various customer service activities, including upselling and managing new and existing accounts.
- Exceed customer expectations within tight deadlines.
- Act as a liaison between clients and internal departments to ensure efficient service delivery.
- Work with internal teams to resolve issues or provide necessary support.
- Establish and monitor customer service standards, using recognized benchmarks and setting key performance indicators (KPIs).
- Maximize productivity while minimizing costs.
- Follow up on customer complaints, ensuring requests are addressed promptly.
- Support other customer care team members as needed.
- Coordinate with overseas offices and agents to arrange shipments for clients when required.
- Ensure cost entry verification is completed by relevant teams, and jobs are finalized and handed over to billing within set KPIs.
- Ensure all relevant documents are uploaded into the system prior to job finalization.
- Proactively follow up with relevant teams on job file costings upon job completion.
- Ensure accurate and timely invoicing/billing to customers, meeting monthly KPIs.
Role Requirements:
- Knowledge of import/export formalities.
- Experience in logistics.
- Strong communication skills.
- Proficiency in Microsoft Office.
Join our dynamic team in Dubai and contribute to our mission of providing exceptional care and service to our clients. Your role as a Customer Care Executive is crucial to our success, and we look forward to welcoming you to our team.