Job Description
Title: Customer Service Manager
Company Name: LifeSpring Consultancy Limited
Vacancy: 1
Location: Dhaka (PanthaPath)
Salary: Tk. 25000 - 35000 (Monthly)
Experience:
∎ At least 3 years
∎ The applicants should have experience in the following business area(s):Chamber, Healthcare Startup
Published: 26 Jan 2025
Education:
∎ Bachelor of Business Administration (BBA) in Marketing, Bachelor of Business Administration (BBA) in Management
∎ Bachelor’s degree in Business Administration (BBA), major in Marketing or Management is preferred.
Requirements:
Additional Requirements:
∎ 3 to 4 years of working experience in customer service management (experience in hospitality industry is preferred).
∎ Minimum 1 year of working experience as Team Leader.
∎ Understanding various mental health conditions, symptoms, and treatment options to effectively respond to customer inquiries.
∎ Active listening:
∎ Being able to attentively listen to customers, validate their feelings, and understand their needs, especially when discussing sensitive topics.
∎ Demonstrating genuine care and concern for individuals struggling with mental health issues.
∎ Knowing how to de-escalate situations, identify potential crises, and provide immediate support when necessary.
∎ Establishing clear professional boundaries to protect personal well-being and prevent compassion fatigue.
∎ Effectively managing challenging conversations and resolving conflicts with customers in a respectful manner.
∎ Clear and concise communication, both verbally and in writing, to effectively convey information and support to customers.
∎ Staff training and development:
∎ Educating customer service representatives on best practices for interacting with individuals experiencing mental health issues.
∎ Communication Skills: Ability to communicate clearly both verbally and in writing while being sensitive to clients’ needs.
∎ Empathy & Compassion: Understanding mental health issues can be complex; showing compassion is vital when dealing with sensitive topics.
∎ Problem-Solving Abilities: The ability to quickly assess situations and provide effective solutions is essential for managing concerns or conflicts effectively.
∎ Organizational Skills: Keeping track of multiple cases/patients while maintaining accurate records requires strong organizational abilities.
∎ Leadership Capabilities: As a manager leading a team is necessary; thus leadership skills will help motivate others toward achieving excellent customer service goals.
∎ Qualification & Experience:
∎ Skills:
∎ Mental health awareness:
∎ Empathy and compassion:
∎ Crisis intervention:
∎ Boundary setting:
∎ Conflict resolution:
∎ Communication skills:
∎
Responsibilities & Context:
∎ Customer Interaction Management:
∎ Serve as the primary point of contact for patients seeking services.
∎ Provide accurate information regarding services, eligibility, appointment scheduling, and costs.
∎ Address customer concerns and complaints promptly and professionally, escalating issues when necessary.
∎ Quality Assurance:
∎ Collect feedback from patients to identify areas for service improvement.
∎ Provide coaching and feedback to enhance the team’s customer service skills.
∎ Monitor and address ethical concerns in customer interactions.
∎ Collaboration and Communication:
∎ Collaborate with clinical staff to ensure smooth communication between customer service and treatment teams.
∎ Partner with marketing and outreach teams to promote services and attract new clients.
∎ Regularly communicate with senior management about customer feedback and operational updates.
∎ Team Leadership:
∎ Recruit, train, and manage a team of customer service representatives focused on mental health support.
∎ Monitor team performance, provide feedback, and address any concerns related to customer interactions.
∎ Foster a positive, supportive team culture emphasizing empathy and confidentiality.
∎ Policy Development & Crisis Management:
∎ Contribute to the development of customer service policies within the mental health context.
∎ Ensure the team is well-informed about policies on confidentiality, patient rights, and ethical standards.
∎ Handle escalated issues with professionalism and compassion.
∎ Provide immediate assistance in crisis situations by connecting individuals with appropriate resources.
∎ Data Management & Reporting:
∎ Track key service metrics (e.g., response times, resolution rates, patient satisfaction) and report findings to management.
∎ Collaboration with Stakeholders:
∎ Work closely with clinical and administrative departments to enhance overall service delivery.
∎ Monitoring customer interactions to ensure high standards of service and identify areas for improvement.
∎ Stress management:
∎ Developing coping mechanisms to manage the emotional demands of working in a mental health setting.
∎ Collaboration:
∎ Working effectively with other departments, such as clinical teams, to provide coordinated care for customers.
∎ Adhering to confidentiality guidelines and maintaining professional boundaries when handling sensitive information.
∎ Key Responsibilities:
∎
∎ Quality assurance:
∎ Ethical conduct:
∎
Skills & Expertise:
Compensation & Other Benefits:
∎ Lunch Facilities: Partially Subsidize
∎ Festival Bonus: 2
∎ Opportunity to work in a dynamic and impactful organization
∎ Career growth and development opportunities
∎ Work in a supportive and collaborative environment
∎ Opportunity to work in a dynamic and impactful organization
∎ Career growth and development opportunities
∎ Work in a supportive and collaborative environment
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka (PanthaPath)
Company Information:
∎ LifeSpring Consultancy Limited
∎ Level # 6 - Union Heights, 55/2 Panthapath
∎ LifeSpring`s vision is to be the nation’s leading community-based mental & physical health institute dedicated to promote mental health as a pivotal of overall wellness.
Address::
∎ Level # 6 - Union Heights, 55/2 Panthapath
∎ LifeSpring`s vision is to be the nation’s leading community-based mental & physical health institute dedicated to promote mental health as a pivotal of overall wellness.
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 1 Feb 2025
Category: Medical/Pharma
