Healthcare Head of Customer Service at UNOCASA Limited

Job Description
We need a person with healtcare experience as head of customer service to join their team and do the following:

• Recruiting and managing a small, multilingual team of customer service agents to accommodate highly seasonal case/call volume;
• Maximising efficiency by identifying and implementing best practices and continuously improving our processes;
• Giving our customers excellent service via email, phone and online chat before and after they make their bookings;
• Manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle;
• Assisting account managers and sales teams;
• Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures
• Increase NPS year on year. Increase promotors and decrease detractors;
• Measuring and reporting. Agree priorities and standards and then manage the CS team to deliver them;
• Specific tasks (not an exclusive list, but indicative);
• Training. Ensure continual upskilling in customer services through evaluation, development and training of staff.

Requirements

• Candidates should possess a Bachelor's Degree qualification with 5 - 10 years work experience.