Head of Customer Service Excellence

Pawspact; Abu Dhabi; On-site; AED 200,000 - 300,000; Full time

Job summary

A veterinary care provider in Abu Dhabi is seeking a Head of Customer Service Excellence to lead front-of-house operations, ensuring outstanding client experiences. The ideal candidate will have extensive experience in customer service leadership, strong communication abilities, and a background in office management and billing. This role offers a competitive compensation package, medical insurance, and opportunities for professional growth.

Benefits

Competitive target-based compensation

Medical insurance

Paid time off

Continuing education opportunities

Employee pet care discounts

Qualifications

• Minimum of 5 years of experience in a customer service leadership role, preferably in a veterinary or healthcare setting.
• Proven experience in billing, financial administration, and office management.

Responsibilities

• Serve as the primary point of contact for clients, addressing inquiries and scheduling appointments.
• Recruit, train, and manage a team of customer service representatives.
• Oversee all aspects of client billing and payment processing.
• Manage daily administrative operations of the front desk.
• Proactively identify opportunities to enhance the client experience.
• Work closely with veterinary and technical staff for seamless communication.

Skills

Exceptional Communication

Leadership and Team Building

Financial Acumen

Organizational Skills

Problem-Solving

Tech-Savvy

Education

Bachelor’s degree in Business Administration, Communications, or a related field

Tools

Veterinary practice management software

Microsoft Office Suite

Job description

Job Summary

At Pawspact, we are dedicated to providing affordable, high-quality veterinary care for all pets. Our mission is to ensure every animal receives the compassionate attention they deserve, all while maintaining a welcoming and supportive environment for our clients.

We are seeking a highly motivated and experienced Head of Customer Service Excellence to lead our front-of-house operations. This pivotal role is responsible for ensuring an exceptional client experience from the moment they connect with our clinic. The ideal candidate will be a master of multitasking, with a strong background in administrative management, billing, and client relations. As the leader of our customer service team, you will be instrumental in upholding the values of PawsPact and fostering a welcoming atmosphere for all.

Key Responsibilities

• Client Communication: Serve as the primary point of contact for clients, addressing inquiries, scheduling appointments, and providing information with clarity and empathy. Uphold the highest standards of written and verbal communication across all platforms, including phone, email, and in-person interactions.
• Team Leadership: Recruit, train, and manage a team of customer service representatives, fostering a collaborative and high-performing work environment. Set performance standards and provide ongoing coaching and development to ensure service excellence.
• Billing and Financial Administration: Oversee all aspects of client billing, including invoicing, payment processing, and insurance claims. Ensure accuracy and timeliness in all financial transactions and address any billing discrepancies with professionalism and efficiency.
• Administrative Management: Manage the daily administrative operations of the front desk, including record-keeping, file management, and clinic scheduling. Implement and maintain efficient administrative systems to support the smooth functioning of the clinic.
• Client Experience Enhancement: Proactively identify opportunities to enhance the client experience. Develop and implement initiatives to improve client satisfaction and loyalty, ensuring that every visit to PawsPact is a positive one.
• Collaboration: Work closely with the veterinary and technical staff to ensure seamless communication and coordination of care. Facilitate a collaborative environment where all team members work together to provide the best possible outcomes for our patients.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field is preferred.
• Minimum of 5 years of experience in a customer service leadership role, preferably in a veterinary or healthcare setting.
• Proven experience in billing, financial administration, and office management.

Skills

• Exceptional Communication: Superior written and verbal communication skills, with the ability to convey information clearly, concisely, and with empathy.
• Leadership and Team Building: Demonstrated ability to lead, motivate, and develop a team to achieve service excellence.
• Financial Acumen: Strong understanding of billing processes, financial administration, and insurance claims.
• Organizational Skills: Excellent organizational and time-management skills, with the ability to prioritize tasks and manage multiple responsibilities effectively.
• Problem-Solving: Adept at identifying and resolving issues in a timely and professional manner.
• Tech-Savvy: Proficient in veterinary practice management software and Microsoft Office Suite.

Benefits

• Competitive target-based compensation package, including a basic salary and a variable component based on performance targets.
• Medical insurance
• Paid time off
• Continuing education opportunities
• Employee pet care discounts

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

How to Apply

Send your CV and a short message about your experience in pet travel to [e-mail]

Subject line: head of customer service excellence – Your Name.