Customer Care Manager (Saudi National)

Job description / Role

As the Customer Care Manager- CRM, you will lead the contact center team to enhance customer experience, foster a culture of service excellence, and drive strategic initiatives to improve performance and satisfaction. You will play a key role in optimizing communication channels and ensuring seamless customer interactions across Aster Retail.

Contact Centre & Team Management:

• Lead and manage call center agents, ensuring high performance, motivation, and adherence to KPIs.
• Oversee 24/7 contact center operations, ensuring seamless customer service delivery across multiple communication channels (calls, chats, emails, and social media).
• Develop and implement customer service strategies that align with Aster Retail’s goals.
• Provide coaching, training, and performance feedback to call center agents to enhance service quality.
• Monitor agent performance metrics, including response time, resolution rates, and customer satisfaction scores, and take proactive steps for improvement.
• Work closely with HR for staffing, hiring, performance management, and employee engagement initiatives.
• Identify areas for improvement and implement process enhancements to optimize customer interactions.

Coaching & Support for Pharmacists:

• Provide coaching and guidance to pharmacists handling customer inquiries to enhance communication and service quality.
• Ensure pharmacists are well-trained on handling patient consultations, addressing customer concerns professionally, and providing accurate product and service information.
• Develop customer engagement best practices tailored for pharmacy professionals to improve customer retention and satisfaction.
• Collaborate with L&D teams to organize regular training sessions for pharmacists on CRM tools, patient interaction skills, and service protocols.

Customer Experience & Service Excellence:

• Ensure the timely resolution of customer complaints and inquiries within the set turnaround time.
• Track and analyze Voice of Customer (VOC) data, including NPS scores, customer feedback, and mystery shopping results, and drive action plans to improve satisfaction.
• Develop initiatives to enhance patient experience and service quality across all touchpoints.
• Monitor customer interaction quality, ensuring compliance with Aster Retail's service standards and regulations.

Operational & Performance Management:

• Generate and analyze monthly, quarterly, and annual reports on CRM activities, customer interactions, and team performance.
• Implement and oversee performance management processes, ensuring timely feedback and corrective actions.
• Manage vendor relationships, including contract requisition, vendor review, and departmental billing coordination.
• Organize and plan engagement and improvement activities to drive continuous service enhancement.

Education & Experience:

• Bachelor’s degree with 2-4 years of experience in customer service/contact center operations, preferably in a pharmacy or healthcare setting.
• Experience in managing call center teams and coaching professionals in a customer service environment.
• Strong proficiency in Microsoft Office and CRM software.
• Excellent English communication skills (written and spoken).
• Ability to analyze performance metrics and drive process improvements.
• Strong coaching and training skills, particularly for pharmacists and service agents.
• Problem-solving mindset with the ability to handle escalations and customer concerns effectively.
• Adaptability and flexibility to align with evolving business needs.

Competencies:

• Fostering Innovation | Drives a culture of continuous improvement and institutionalizes best practices by sponsoring processes and systems.
• Delivering Patient Excellence | Strives for service excellence to ‘treat customers well’ by displaying an understanding of their requirements, delivering value and by communicating, keeping in mind the customer’s perspective.
• Driving Collaboration | Establishes open and trusting relationships to drive cross functional synergy, focus on achievement of collective results and respect for diversity.
• Driving Results | Displays perseverance and resilience to deliver high performance. Displays accountability for results and takes timely decisions evaluating relevant sources of information.

Working conditions:

• Work Schedule: Full-time with rotational shifts covering 24/7 operations.
• Environment: Fast-paced, office-based contact center handling high call volumes.
• Shifts: Includes evenings, weekends, and public holidays as needed.
• Tools: CRM software, customer databases, call center systems, and digital platforms.
• Performance: Measured by response time, satisfaction scores, and resolution rates
• Demands: Requires attention to detail, problem-solving, and stress management.
• Collaboration: Regular interaction with operations, HR, marketing, and IT.
• Growth: Ongoing training through workshops and coaching.

About the Company

Aster DM Healthcare is the new name spearheading a corollary of expansion, integrating the current brands of Hospital, Clinics, Pharmacies, Opticals, Healthshop, and diagnostic centres at numerous locations under one roof in GCC and India.

Aster pharmacies are a part of Aster DM Healthcare. The pharmacy network previously known by its popular brand name ‘Medshop’ has taken the new identity of ‘Aster’ since 2010.

Backed by more than 2 decades of experience in pharmaceutical retailing, Aster Pharmacies are designed to be a one-stop-shop offering premium products with professional service and personal care at the best prices in a pleasant ambiance.