Role: Customer Care Manager
Reporting to: Customer Care Manager, Team Leader UAE
Location: Remotely Job
Languages: Fluent in English/ Arabic
Reporting to The CCM Team Leader UAE, The Customer Care Manager (CCM) represents the Allurion Program Ambassador to patients and Clinics. Mainly responsible for informing potential patients who submitted information requests or scheduled Advisor Consultations, help them book appointments and placements at partner Clinics, driving conversion from leads to placements, supporting the Sales team to achieve the Sales target and contributing to achievement of ROI target.
CCM actively collaborates with other Allurion colleagues of the central teams, especially with the relevant market National Sales Manager, BDMs, SAMs.
He/she is able to build and maintain solid relationships with Clinics that are partners and their front desk
staff. Effectively manages all tools and resources to perform the core activity of the role through a multichannel approach.
EXPECTATIONS AND RESPONSIBILITIES:
Inform leads and book highly qualified appointments (1st contact point)
Support a Multi-channel lead nurture strategy using software provided by Allurion toensure consistency: including facilitating SMS / WhatsApp / email campaigns
Pro-actively put in place tactics to develop conversions
Conduct both phone and video consultations with prospective patients as part of the process of qualification and filtering prior to introducing these leads these to the clinic
Collect and update data from and in CRM, software, clinics, patient events and report in a timely and accurate manner all KPIs requested (including but not exclusively: ROI and weekly reports, patient event planer, SMS/emails etc. reports, etc.), Quarterly Business Reviews
Maintains regular communication with all stakeholders
Work alongside colleagues in the Marketing team to support social media management: answer comments, inquiries.
Clinic engagement: nurture and maintain good relationship with clinics enquiry teams to maximize conversions; working closely with SAM/BDM/NSM to ensure clinic coaching and training
Additional marketing and sales support: ad-hoc translations for lead nurture and social media content (emails, SMS, posts, ads)
REQUIRED ATTRIBUTES:Advanced and experienced in (tele)sales and consultative selling/service roleAble to deliver a high-quality end to end customer experienceAble to work effectively both as a team and independentlyAdvanced communications skills (fluent in written and oral EN & AR)Knowledge of healthcare industry and gastric balloon offerDeep knowledge of Allurion product and programSmart, positive, reactive and proactive to quickly adapt to a rapidly changing environmentEmphatic and easy to build relationships of trust with potential patientsOrganizational skills and attention to detail; ability to answer queries in a timely and accurate mannerFlexible and agile towards new information taking, new tasks management, new relationships buildingStrong communication and influencing skills