Senior Customer Service/Senior front desk
DNA Health groups
Total years of experience :13 years, 1 Months
• Addressing concerns and ensuring patient satisfaction with a compassionate and empathetic approach, navigate through complaints with professionalism and efficiency.
• Investigating and solving customer service complaints/ checking Google review on a daily basis.
• Follow up with our high spender and VIP clients after each visit.
• Assisting customer service staff with duties where required.
• Maintaining documentation pertaining to customer service department activities.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Weekly Visit to all the branches by maintaining employee and department directories; giving instructions.
• Ensuring timely and accurate customer service. Scheduling shifts and supervising front-office personnel including receptionists٫ security guards and call center agents. Training and supporting office staff. Handling complaints and specific customers requests.
• Greet and interact with customers daily by having their feedback
• Provide clerical support for the branch medical records and billing department
• Responsible for day-to-day coordination of telephone / personnel communication systems, overall management of agency supplies / mail, and processing of accounts payables
• Schedule service requests of clients and ensure technicians attend them efficiently
• Maintain stock of and upkeep medical equipment supplied by the head
• Coordinate office activities and operations to secure efficiency and compliance to company policies
• Write and distribute email, correspondence memos, letters, faxes and form
• Provide support for the following HR functions: recruitment, onboarding, record-keeping, benefits administration, compliance, performance management, and employment relations.
• Manage agendas/travel arrangements/appointments etc. for the upper management.
• Develop and maintain a filing system
• Facilitator in the management committee program
• Provide psychosocial support for women to discuss their issues
• Responsible for the complaints mechanism in concern
• Manage the volunteers payrolls based on their timesheets
• Member of SGBV working group in NGOs in Lebanon
• Handling administrative requests and queries from senior management.
• Coordinating meetings to maintaining our employee database to posting job ads.
• Liaison between HR and employees, ensuring smooth communication and prompt resolution of requests and questions, assisting in creating policies, processes and documents.