Bilingual Client support Manager

Join a leading organization in the healthcare industry dedicated to delivering high-quality patient care and exceptional service. Our commitment to excellence and innovation drives us to provide top-tier healthcare solutions. We are seeking a dynamic and experienced Customer Service Manager to lead our customer service team in Tunis and help us uphold our reputation for outstanding customer care.

Position Overview:

We are looking for a Customer Service Manager with exceptional leadership skills to oversee and enhance our customer service operations. The ideal candidate will have proven team management experience, a customer-centric mindset, and the ability to communicate effectively in both French (fluent) and English (minimum c1 level). This is an exciting opportunity for a results-oriented professional to make a significant impact in the healthcare sector

Quality: interpersonal skills/ Stress management: know how to manage complex or conflicting situations

Organization and planning: Good management and distribution of tasks

Data analysis: Ability to monitor KPIs, ability to interpret performance indicators

Languages: French and English C2
Regime: 40h per week/ 8h of work per day
Monday to Friday
Flexible hours: between 7am and 10am (in the morning) and between 4pm and 7:30pm (in the afternoon).

Annual bonus on target of 13.33% of the annual base salary (variable depending on the rate of achievement of objectives)
Meal bonus 12.5DT gross per day worked
Health insurance at 100% at the employer's expense - membership the month following the integration date
Internal mobility: Possibility to make requests for internal mobility according to eligibility criteria
Teleworking: Possibility to telework after 6 months of seniority within the group: 2 days per
week (up to 3 days for pregnant/ill employees, etc.)

Key Responsibilities:

Leadership & Team Management:

Manage, mentor, and motivate the customer service team to achieve performance goals.

Conduct regular team meetings, performance reviews, and training sessions to ensure a high level of service.

Foster a positive and collaborative work environment that promotes professional growth and team satisfaction.

Customer Service Excellence:

Oversee daily operations to ensure efficient handling of customer inquiries, complaints, and service requests.

Develop and implement strategies to improve customer satisfaction and retention rates.

Handle escalated issues and ensure prompt resolution in line with company policies and standards.

Operational Management:

Monitor key performance indicators (KPIs) and prepare detailed reports on team performance.

Optimize workflows and implement process improvements to enhance efficiency and service quality.

Collaborate with other departments, such as sales, marketing, and clinical teams, to align customer service efforts with organizational goals.

Compliance & Standards:

Ensure the team adheres to industry regulations, privacy laws, and company policies.

Stay updated on best practices and trends in customer service within the healthcare industry.

This is your chance to play a pivotal role in a thriving organization that values innovation, teamwork, and customer satisfaction. As a Customer Service Manager, you'll have the opportunity to lead a talented team, contribute to the companies growth, and make a difference in the lives of our customers.