Senior Manager - Service Excellence - Customer Service - Healthcare

Senior Manager - Service Excellence

Hiring for a Senior Managerial level role in Service Excellence with a Leading Healthcare brand.

- Responsible for the management of Customer Services Department. Providing leadership and direction to the Customer Services Supervisors/Managers and their teams to ensure that an excellent standard of service is provided and maintained.

Responsibilities :

- Formulate, drive and execute Customer Service Excellence Philosophy, Strategy, Plan, Training Interventions, Delivery and Measurements across all Centers of Excellence.

- Select, train and build a team of inspired trainers, conduct training audits and review checks

- Create out of box content to convert all employees into Brand Ambassadors to ensure customer service delivery with WOW effect.

- To ensure that all customer enquiries and complaints are satisfactorily managed, resolved and closed within agreed timescales.

- Improve Soft Skills and Functional capability of GREs, Nursing, F & B, Housekeeping, Call Center, Sales Team, Junior Doctors and all stake holders and build sales skills among them, standardize talk lines for the front ender staff.

- To ensure that the Customer Services function is adequately staffed and trained, maintaining effective communication to deliver an efficient service.

Saloni