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Customer Care Specialist
2 weeks ago
As a Customer Care Specialist at Amazing Hearing Care Group, you’ll assist patients, consultants, suppliers, and referring partners. The customer care specialist provides a positive and amazing customer service experience that meets the needs of our customers/patients by educating them with the right information on products and services, listening to concerns, addressing issues, in a high-volume inbound inquiry via website, calls, or in clinic visit
Whether it’s getting answers for customers quickly, consulting on hearing aid products with compassion, or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an amazing one.
**This position is full-time, 09:30 AM to 6:30 PM, six days a week.
**Essential duties and responsibilities**
- Schedule appointments between consultants and customers.
- Continuously update and maintain patient lead information and patient information section in the Auditdata Manage CRM.
- Conduct financial and payment transactions.
- Make outbound calls to patients, referrals, and sales as needed
- Utilize resources to troubleshoot and resolve patient issues
- Communicate effectively and professionally with patients, teammates, healthcare professionals, and the sales team.
- Consistently meet and attain required Key Performance Indicators (KPIs) which include
1. Minimum Turn Around time for returning calls and messages to customers (within 2 hours during working hours, within 24 hours if inquiry received during non-working hours).
2. Complete accurate documentation of customer data and call log in Auditdata CRM.
3. Number of appointments made and showed up in the clinic.
4. Opening clinic 15 minutes before opening hours
**Other duties and responsibilities
- Maintain confidentiality of all consultant’s staff, and patient information is a key responsibility in this role.
- Maintain business inventory such as checking supplies, scheduling equipment, and maintenance repairs.
- Cleanliness of the Clinic
- Maintenance of Documentation, Customer Data
- Administrative task is given by the manager
Please note that your calls will be recorded with customers for monitoring performance, quality, and t training purposes as part of this role.
