About Cura:
Cura Healthcare is a leading Saudi tele-health startup that provides digital health and telemedicine software and services. The company has developed state-of-the-art technologies empowering health communications, changing the way patients and doctors interact, diagnose, prescribe, give second opinions, manage chronic diseases, and provide primary health care and well-being therapy sessions. We have helped more than half a million patients get medical advice and diagnosis and our platform has powered more than 2.5 million tele-medicine consultations to-date across our B2C, B2B and B2B2C products and offerings. Cura is VC backed by Saudi Aramco, Elm and Enmaa VCs and has recently closed their third investment round ($4 million Series-A).
About The Role:
We are looking for a great customer experience manager to lead our customer experience team. The position will be full time in Riyadh. We are looking for someone who is digitally native and strong with CX tools. Knows how to utlize technology in order to provide best customer experience possible for our customers. Also, he/she continuesly obssessed by data and knows how to improve our csutomers proccesses.
Key Responsibilities:
- Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
- Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
- Define and implement standards/procedures for ensuring optimal customer experience
Conduct surveys to gather information on customer opinion of rendered services
- Establish communication mediums through which customers can readily contact a company and vice versa
- Set the necessary key perfomance indicators to measure the effectiveness of the customer experience team and to measure customer happiness.
- Create initiatives to identify operational weaknesses and help improve or innovate new processes to keep teams as efficient as possible
- Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
Requirements:
- Fluency in spoken and written Arabic and Englihs is a must
- Bachelor’s degree in business administration, technology, management studies, or in a related discipline.
- Prior experience (min 5 years) in service-industry or customer support, in a high-volume and very fast-paced environment.
- Experienced in running online distributed teams.
- Deep knowledge of CX tools and how to utlize them to build a great process.
- Prior professional experience with optimization, processes, systematic organization, and project management
- Data analytics experience; Excel proficiency is required. Strong attention to detail & project management skills
- Big Plus:
Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.
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