Customer Service Manager

At Ordinary Folk, our CS & Ops department plays an important role in ensuring our patients and anyone who comes through our platform are well taken care of. It’s not just about customer service, you’ll be a craftsman – designing the customer experience journey paired with the doctor-patient journey, understanding best practices in crisis management, and most of all showcasing impeccable customer service. Communication is not just about speaking to customers, doctors, patients, inquiring individuals, it’s also about motivating the team and being a mentor, coaching them to rise higher, and championing the values and ambitions of our brand through the work you do.
Responsibilities

We’re on the lookout for someone who has a proven track record in leading outstanding customer service teams and is also not afraid to roll up their sleeves and be involved on the front line.  

Some of the things you’ll be doing include:

  • Implementing policies and processes to ensure a positive, productive work environment, build team morale, and recognise team member achievements
  • Coaching and mentoring a small team, establishing priorities and meeting deadlines
  • Conducting trend analysis on customer satisfaction and other core measurements, and implement strategies to improve future operation results
  • Responding to customer enquiries in a timely, empathetic and caring manner
  • Being familiar with our full flight of holistic services and products, and in turn be able to advise our patients and curious individuals accordingly
  • Managing and ensuring our patients’ orders are fulfilled from order to consultation, to delivery, to after care, and so on, in a manner that represents our brand ethos
  • Managing the occasional patient account or payment enquiries and issues
  • Maintaining great relationships with our patients – this includes responding to feedback, understanding their pain points, and taking the initiative to find the best solutions
  • Having a keen eye and ear in anticipating potential customer service issues and resolving them swiftly and efficiently

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Qualifications
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Your experience:

  • At least 5 years of working experience, ideally in CS or similar role
  • At least 3 years of experience in leading and managing a team
  • Bachelor’s Degree preferred, or equivalent work experience
  • You’re currently working in healthcare hospitality or hospitality, preferably

Your skills:

  • Ability to work independently and within a team environment with a demonstrated track record in achieving targets, motivating and coaching staff to maximize their individual potential
  • Strong verbal and written English communication skills
  • Effective communicator with a positive attitude and disposition to whatever life throws at you 
  • Responsible and respectful telephone etiquette