Customer service officer

- Place: Veterinary clinic
- Location: Jeddah city
- Position: Customer service officer

Job objective:
- Providing advice and basic information to customers, responding to
inquiries, and processing basic requests using telephone or electronic
communications at the customer service center.

Roles and responsibilities:
- Follow established communication scripts when speaking to customers
- Supervising telephone operations, making calls, receiving and answering
telephone calls, reporting problems, and recording and relaying messages to
employees or customers.
- Respond to basic questions and inquiries from customers, and provide advice
to customers about the clinic’s products, services, policies, and other
related topics as directed by the direct manager.
- Processing customer requests and basic requirements, such as sending
letters, forms or other documents.
- Recording inquiries and complaints, resolving basic customer complaints,
and referring more complex problems to the complaints officer or any
specialized employee.
- Preparing a list of employees’ names and internal phone numbers for the
purpose of transferring inquiries and telephone calls.
- Booking and coordinating appointments for medical visits, examinations,
additional operations or procedures for clients, and inquiring about receiving
services and available appointments.
- Maintaining schedules and appointments while coordinating with departments.
- Receiving visitors, visitors, and animal owners and directing them to the
destination they want.
- Meeting clients, recording their personal and pet data, following up on
pre-booking appointments or their immediate needs from clinics, stores or
cleaning services.
- Receiving the animal and directing it to the salon area, after placing the
cards bearing the name of the animal owner on their cages to avoid replacing
them.
- Fill out the forms used at reception, enter data into the automated system
and the clinic’s information network, and save it.
- Completing financial information, arranging booking appointments,
transferring the patient to the required clinic to wait, and preparing daily
reception, emergency and clinic reports.
- In the event that there are medical services over the phone, the call
center official communicates with the customers to identify available doctors
with specializations and refer them to them.
- Send messages with appropriate forms, questionnaires, and instructions to
patients to educate them or receive feedback about their appointment and/or
procedures.
- Providing marketing offers and service prices to customers
- Communicate effectively with the department director and the reception
department
- Maintaining a customer database of declarations and invoices
- Submitting technical reports to management on the progress of work and
clarifying the difficulties and challenges that hinder it
- Follow up on the status of received devices, and ensure that broken
devices, phones, and lines are quickly reported and maintained as quickly as
possible.
- Full compliance with applicable regulations, policies and procedures and
adherence to them.
- Any other tasks assigned to him by his manager related to his field of
work.