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Job description / Role
POSITION SUMMARY:
Positively impact the overall patient satisfaction at The American Hospital – Dubai by assessing, planning, implementing and evaluating hospital-wide customer excellence requirements to ensure the competence of internal customers in supporting American Hospital – Dubai’s Mission, Vision and Values. Provides resources, consultation service and training in customer excellence requirements and related issues.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Leadership / Organizational Skills
• Promotes a customer excellence philosophy consistent with the Hospital’s mission, vision and values
• Fully supports hospital policies and serves as a professional role model for all staff involved in direct customer service
• Demonstrates self-direction, creativity and sound judgment applicable to the position description responsibilities
• Maintains open communication with colleagues throughout the hospital
• Demonstrates flexibility with scheduling sessions to meet time constraints / needs of departments within the hospital
CUSTOMER SERVICE FUNCTIONS
• Deals sensitively and confidentiality with customer complaints and customer excellence related issues as directed by the Chief Executive Officer
• Assess, develops, implements and evaluates customer excellence requirements and educational needs hospital-wide, which are sensitive to the multi-cultural customer-base and learning needs of multi-national staff
• Analyzes customer satisfaction response and customer complaints to use as educational tools for staff development in the management of service excellence delivery
• Monitors hospital-wide customer excellence competencies and individual staff performance in collaboration with department directors and coordinators
• Maintains a record of customer excellence programme attendance and prepares reports for the Chief Executive Officer on a monthly basis
• Performs any other duties as required by the Chief Executive Officer
Requirements
POSITION QUALIFICATION:
Educational Requirements:
High School National Diploma
Bachelor’s Degree / Diploma in Business Development, Education or related
discipline from a recognised educational institute
Professional Experience:
Minimum 5 years experience in a customer service related industry
Experience in mentoring / coaching in a multi-cultural / multi-national environment
Demonstratable experience in customer excellence programme development and
implementation
Experience working in the private sector, preferably within a hospital or hospitality environment
About the Company
italent has been around since 2012, when we saw that businesses needed better talent solutions for their employment requirements. By focusing our efforts on quality products and services that are simple-to-use and innovative, our team brings you the best results without any unexpected additional costs and unnecessary complications. Simply put, we love helping businesses find and keep the right people.