- Opportunity within a company with a solid track record of performance

- A role that offers a breadth of learning opportunities

- Attractive Salary & Benefits

We are hiring for a company that has created a scalable medical travel marketplace that meets the needs of patients, medical providers and suppliers and is no longer limited by geography or convention.

The Job Key responsibilities areas :

- Active discussions and coordination with customers and account management

- Hire and train customer service agents

- Train new hires on CRM and basic processes

- Develop templates to improve productivity

- Train agents on how to adequately address customer's needs

- Train customer service representatives on how to effectively provide superior customer service.

- Plan, prioritize and delegate work tasks to ensure proper functioning of the department

- Direct the daily operations of the customer service team.

- Ensure the necessary resources and tools are available for quality customer service delivery.

- Develop and implement customer service policies and procedures

- Review and assess customer service representatives.

- Monitor accuracy of reporting and database information.

- Analyze relevant data to determine customer service outputs.

- Define and communicate customer service standards.

- Evaluate and measure performance of staff.

- Identify and address staff training and coaching needs.

- Oversee the achievement and maintenance of agreed customer service levels and standards

- Identify and implement strategies to improve quality of service, productivity and profitability.

- Liaise with company management to support and implement growth strategies.

- Coordinate and manage customer service projects and initiatives.

- Analyze data and statistics.

- Compile and print reports on overall customer satisfaction.

- Keep abreast of new company products and services.

- Exceed quarterly financial goals of the team

- Pipeline Management

Ideal Candidate Key Competencies :

- Has a relevant bachelor's degree.

- Has at least four (4) years customer service experience.

- Has at least three (3) years supervisory experience.

- Has in-depth knowledge of customer service principles and practices

- Has proficiency in CRM systems, MS Office applications, etc.

- Has remarkable product knowledge

- Has great leadership skills to be able to handle a whole team/department

- Professional level experience in a virtual environment; Candidates will be asked to demonstrate record (can be through references, etc.)

- Experience in working with customers will be considered a plus

- Ability to be trained on relevant customer relationship management software applications to manage clients / patients

- Solid computer skills - proficient in Microsoft applications

- A minimum of four (4) years relevant working experience

- Proven track record in meeting performance objectives

- Strong oral and written communication skills are required, as well as basic technical support knowledge and computer skills background

- Effective listener and understanding customer expectations

- Ability to quickly establish rapport with Clients in a way that allows for a comfortable consultation.

- Ability to work remotely, reaching international customer base

- Shows/practices a commitment to ethical conduct.

- Works well under pressure and does not waiver in working as a team.

- Internet savvy to research customer details

- Availability to work a flexible schedule

- Fluent in English, both speaking and writing.

- Smart and energetic candidates to join as our Customer Care/Operations Team

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