job description
Join Clark Outsourcing, a leading provider of outsourced customer care solutions, as our Customer Care Manager in Bali, Indonesia. In this pivotal role, you will lead a team dedicated to delivering exceptional customer service to patients and healthcare providers, ensuring their inquiries are resolved with professionalism, empathy, and efficiency.
As the bridge between our clients and their customers, you will play a key role in maintaining high satisfaction levels, driving operational excellence, and fostering long-term relationships. This position offers a unique opportunity to work in a dynamic, remote-friendly environment while contributing to the healthcare industry’s mission of improving patient experiences.
If you are a natural leader with a passion for customer service and a background in healthcare or call center management, we invite you to apply. This role is perfect for professionals seeking to advance their careers in a supportive, growth-oriented organization.
Why Join Us?
- Competitive salary and performance-based incentives
- Flexible work arrangements (remote or hybrid options)
- Opportunities for professional development and career growth
- Collaborative and inclusive work culture
- Impactful work in the healthcare sector
Responsibility
- Lead and manage a team of customer care representatives to ensure consistent delivery of high-quality service to patients and healthcare providers.
- Develop and implement customer service policies, procedures, and best practices to enhance efficiency and satisfaction.
- Monitor and analyze customer feedback, complaints, and inquiries to identify trends and areas for improvement.
- Collaborate with cross-functional teams, including operations, IT, and training, to optimize customer care processes.
- Conduct regular performance reviews and provide coaching to team members to drive continuous improvement.
- Ensure compliance with industry regulations and company standards in all customer interactions.
- Prepare and present reports on team performance, customer satisfaction metrics, and operational KPIs to senior management.
- Act as the escalation point for complex or high-priority customer issues, ensuring timely resolution.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Healthcare Management, or a related field.
- Minimum of 3-5 years of experience in customer service or call center management, preferably in the healthcare sector.
- Proven leadership skills with experience managing and motivating a team of 10+ members.
- Strong communication and interpersonal skills, with the ability to handle sensitive customer interactions with empathy and professionalism.
- Proficiency in CRM software, Microsoft Office Suite, and call center management tools.
- Fluency in English; additional languages (e.g., Bahasa Indonesia) are a plus.
- Ability to work in a fast-paced, remote environment with minimal supervision.
- Certifications in customer service or healthcare management (e.g., CCXP, Six Sigma) are advantageous.