Customer Care Manager (Saudi Nationals Only)

Aster Pharmacy; Riyadh; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Care Manager to lead their dynamic contact center team. This pivotal role involves enhancing customer experience, driving service excellence, and managing a high-performing team. You will implement strategic initiatives to optimize communication channels and ensure seamless customer interactions. The ideal candidate will possess strong leadership skills, a solid background in customer service, and the ability to analyze performance metrics. Join a fast-paced environment where your contributions will directly impact customer satisfaction and operational success.

Qualifications

• 2-4 years of experience in customer service/contact center operations.
• Strong coaching and training skills for service agents and pharmacists.

Responsibilities

• Lead and manage call center agents to enhance customer experience.
• Implement customer service strategies and monitor performance metrics.
• Ensure timely resolution of customer complaints and inquiries.

Skills

Customer Service Management

Team Leadership

Performance Analysis

Communication Skills

Problem Solving

Education

Bachelor’s Degree

Tools

CRM Software

Microsoft Office

Job description

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.