Position: Customer Support Manager
Location: Abu Dhabi, UAE
Employment Type: Full-time
About DarDoc:
DarDoc is a cutting-edge digital health platform transforming healthcare delivery in the UAE. We specialize in providing convenient, high-quality care services directly to homes, from IV drips to newborn care and lab testing. As we expand rapidly, we are looking for a motivated and experienced Customer Support Manager to lead our support team, ensuring customer satisfaction and operational efficiency in a fast-paced environment.
Key Responsibilities: - Lead the Customer Support Team: Manage day-to-day operations, mentor, and coach the team to deliver exceptional service, ensuring that customer inquiries are handled promptly and effectively.
- Customer Issue Resolution: Address customer complaints and concerns with professionalism and empathy, ensuring a high level of customer satisfaction. Problem-solving will be key in resolving issues promptly.
- Multichannel Support: Handle inquiries through various channels such as phone, email, live chat, and social media. Must be proficient in using Intercom and other customer support tools.
- Healthcare Customer Support: Apply your knowledge of the healthcare industry to offer relevant support for clients navigating DarDoc's services, such as IV drips, lab tests, newborn care, and more.
- Technology and Tools: Utilize tech solutions to improve support efficiency, monitor performance metrics, and provide data-driven insights to management. Experience in working with customer support software like Intercom is a must.
- Team Collaboration: Work closely with the operations, technical, and medical teams to ensure alignment between customer expectations and service delivery.
- Work Under Pressure: Thrive in a high-pressure, fast-paced environment where you will manage a high volume of inquiries and ensure rapid response times.
- Bilingual Communication: Communicate fluently in both English and Arabic, ensuring smooth and clear communication with diverse customers.
- Continuous Improvement: Regularly evaluate support processes and make data-driven recommendations for improvements to ensure operational efficiency and superior customer satisfaction.
- Reporting and Metrics: Track KPIs and metrics to gauge team performance and customer satisfaction, providing regular reports to senior management.
Qualifications: - Experience:
- 3-5 years of experience in Customer Support Management, ideally within healthcare or tech sectors.
- Proven experience with Intercom or similar CRM tools.
- Language Skills: Fluency in English and Arabic is mandatory.
- Technical Skills: Comfortable working with technology and able to learn new systems quickly.
- Problem-Solving: Demonstrated ability to identify, troubleshoot, and resolve complex customer issues effectively.
- Soft Skills: Excellent communication and interpersonal skills, with the ability to remain calm under pressure.
- Team Player: Ability to work cross-functionally and manage relationships with internal and external stakeholders.
- Education: Bachelor’s degree in healthcare, business administration, or a related field is preferred but not mandatory.
What We Offer: - Competitive salary and benefits package
- An opportunity to work in a fast-growing, innovative healthcare startup
- A dynamic and collaborative work environment
- Career development opportunities and continuous learning
If you're passionate about healthcare, customer service, and thrive in a dynamic, high-pressure environment, we’d love to hear from you!
