Job Description

Job Title Client Coordinator

Description

Job description 1. Job Purpose The Client Coordinator is responsible for directly interacting with clients, understanding their concerns and directing them to the proper treatment or department at The Elixir Clinic facilities. This position is responsible for ensuring quality control and excellence in customer service is being delivered to our valued clients. The Client Coordinator will liaise with the CRM teams to ensure that all marketing plans are being implemented correctly and that customer satisfaction is enhanced. 2. Duties and Responsibilities 2.1 Customer Service Introduces and explains new services, promotions, offers, packages etc. to all clients Meets with new clients and provides them with a brief introduction to the Elixir Clinic's services and departments. Provides all new clients with a tour of the facility, showing them the treatment rooms available, the machines that are used, briefly describing their functions and benefits Explaining the iPad / brochure contents and explaining the pricing of initial services Offers consultations with the various service providers at the Elixir Clinics Encourages the clients to book a consultation before ending a conversation Confirms bookings, follows up on no-shows and cancellations Communicates with clients and respond to queries (calls, SMS, messages etc.) on the Elixir Clinic phone Actively engages with clients to ensure they are fully aware of all services, promotions, loyalty programs etc. Offers full comfort to in-house clients, checking on them to ensure that they are enjoying their treatments and gathering their feedback on the treatment Follows up on all new clients in the UAE (by phone) one day post treatment to record their feedback on their experience and book their next appointment if not done so already Communicate areas of improvement to the concerned departments to the Branch Manager Provides a report to the management on all new patients on a weekly basis Responsible for gathering Customer Feedback. Liaises and assists the CRM department with clients that are to be given extra/special attention The point of contact for VIP and Special Clients visiting The Elixir Clinic. Liaises with the Marketing team in assisting with any influencers visiting the Elixir Clinics Requests and encourages clients to complete surveys and provide testimonials on the Elixir Clinic website. Escalates complaints and feedback with the relevant departments as required Maintains an active report on the status of all new clients as a quick reference for others when off-duty. Ensures the customer database is updated and all relevant information is recorded Recommends ideas for promotions or new offerings, if required, based on customer feedback. Effectively communicates and delegates tasks when necessary Ensures a proper handover is done to team member before going on leave Adheres to the TEC Elixir Medical Center's mission and Vision Adheres to TEC Elixir Medical Center's telephone standards Performs other duties as assigned 2.2 Sales & Marketing Promotes new services and new staff Introduces promotions, offers, packages etc Actively sells packages, memberships, gift vouchers and retail products Cross-sells and up sells services, products, packages etc. Focuses on meeting and exceeding targets provided by management Encourages clients to refer family and friends to The Elixir Clinic. Works closely with CRM on all business development and marketing initiatives for the company Attends weekly meetings with the Marketing team to review reports, share feedback and brainstorm. Manage community management upon successfully handling all enquires and leads. Assists with weekly and monthly reports for Marketing as directed by the line manager. Responsible for requesting for Marketing collateral and communication, as needed Reports any potential Marketing leads to the Branch Manager. Assists with and participates in events, exhibitions and marketing campaigns. 2.3 Responsibilities and Duties as Receptionist Coordinates front-desk activities, schedules patient appointments, redirects phone calls, opens new patient files etc Maintains the Reception area Offers administrative support across the organization as required 2.4 Personal responsibilities Applies oneself to the job, continually upgrades oneself, and embraces TEC Elixir Medical Center's core values. Demonstrates professional accountability and responsibility at all times Complies with the Code of Conduct for TEC Elixir Medical Center LLC. Maintains the strictest confidentiality and performs all duties in a professional manner Maintains own staff development folder to record all educational and professional growth activities 3. Job Requirements 3.1 Skills and Knowledge Should have excellent communication (both written & verbal) and interpersonal skills. Should have excellent customer service skills Should have organizational and time management skills. Ability to take initiative and to exercise independent judgement, decision-making and problem-solving expertise. Should be proficient in Microsoft Office systems. Ability to build a rapport with customers on the phone and in person Ability to comprehend and make inferences from written material. Ability to produce clear and concise reports Should have excellent negotiation skills 3.2 Personal Traits Should be presentable, have good manners and be professional at all times. Should be able to work under pressure and adhere to tight deadlines Should be proactive, positive, enthusiastic, self-motivated and flexible Should demonstrate the ability to think creatively Ability to work as a team member whilst at the same time work on own initiative. Should be service oriented and customer focused Should display clarity of speech Must be persuasive and diplomatic Should have appreciation of Customer Care Job Type: Full-time Salary: From AED7,000.00 per month Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Medical administration: 6 years (Required)
• upselling and cross selling: 4 years (Required)

Language:

• Arabic (Required)

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