Deskripsi Pekerjaan
Join Agency For Integrated Care as an Assistant Manager/Senior Executive in Quality Services Management and become a pivotal force in enhancing customer experiences. In this dynamic role, you'll lead service excellence initiatives by managing complex customer and stakeholder inquiries through email and phone channels. You'll drive continuous improvement in service delivery processes, analyze performance metrics, and implement solutions that elevate customer satisfaction. Collaborate cross-functionally to resolve systemic issues, mentor service teams, and ensure compliance with industry standards. This position offers the opportunity to shape customer service strategies while fostering a culture of accountability and innovation within a leading healthcare support organization.
Tanggung Jawab
- Manage and resolve customer/stakeholder inquiries via email, phone, and digital channels
- Lead service improvement initiatives by analyzing performance metrics and feedback
- Mentor and coach customer service teams on best practices and compliance standards
- Collaborate with internal departments to address systemic service gaps
- Develop and implement quality assurance protocols for service delivery
- Monitor KPIs and report on service performance to leadership
- Handle escalated customer issues with empathy and problem-solving expertise
Kualifikasi
- Bachelor's degree in Business Administration, Healthcare Management, or related field
- Minimum 3-5 years in customer service management or operations
- Proven experience in stakeholder relationship management
- Strong analytical skills with experience in service metrics reporting
- Certification in Customer Service Excellence or Quality Management preferred
- Proficiency in CRM systems and customer analytics tools
- Excellent written and verbal communication skills
- Ability to thrive in fast-paced healthcare environment