job description
Join a dynamic healthcare organization as a Customer Relations Supervisor in the vibrant heart of Bali. This role is pivotal in shaping exceptional patient and client experiences, ensuring satisfaction, and fostering long-term relationships in a fast-paced medical environment.
As the bridge between our healthcare services and the community, you will lead initiatives to enhance service quality, resolve inquiries with professionalism, and implement strategies that elevate our reputation. Your leadership will drive customer loyalty, operational efficiency, and a culture of excellence.
Based in Canggu, Bali, this position offers a unique opportunity to work in a multicultural setting while contributing to a mission-driven organization committed to health and wellness.
Responsibility
- Develop and execute customer service policies and procedures to ensure consistent, high-quality patient and client interactions.
- Supervise and mentor a team of customer service representatives, fostering a culture of empathy, responsiveness, and professionalism.
- Monitor and analyze customer feedback, implementing improvements to address pain points and enhance satisfaction.
- Collaborate with medical and administrative teams to streamline communication and resolve escalated issues efficiently.
- Design and oversee loyalty programs, surveys, and outreach initiatives to strengthen patient and client engagement.
- Ensure compliance with healthcare regulations and organizational standards in all customer-facing processes.
- Prepare reports on customer service metrics, presenting insights and recommendations to senior management.
- Act as the primary point of contact for high-priority inquiries, ensuring timely and effective resolution.
Qualifications
- Bachelor’s degree in Business Administration, Healthcare Management, Communications, or a related field.
- Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory role, preferably in healthcare or medical services.
- Proven track record of improving customer satisfaction and operational efficiency.
- Excellent verbal and written communication skills in English; proficiency in Indonesian is a plus.
- Strong leadership, conflict resolution, and problem-solving abilities.
- Familiarity with CRM software and data analysis tools to track performance metrics.
- Ability to work in a fast-paced, multicultural environment with a patient-centric approach.
- Knowledge of healthcare industry standards and patient privacy regulations.