Head of Customer Experience job at vezeeta

Customer Service Jobs Cairo, Egypt Full Time

Job Description

Head of Customer Experience - Cairo - Egypt

Vezeeta is the leading Digital Healthcare Platform in Middle East and Africa that is transforming healthcare accessibility across the region. Having served to date more than 10 Million patients across 78 cities in 6 countries through cutting-edge digital solutions, we empower patients throughout the entirety of their healthcare journey allowing them to access the quality care they deserve.

Our organization is quickly growing, generating demanding roles for like-minded, forward-thinking individuals - with plenty of room for professional and personal growth. If you think you share our belief in redirecting possible healthcare pains into productive tech-enabled solutions, and can add to our positive culture, we’d love to hear from you.

The Role

As a fundamental member of the Providers Team, you will play a significant role in contributing to the growth and success of Vezeeta. This is a position that will see you gain experience and skills in a wide range of areas as well as working at the forefront of the health-tech industry.

Responsibilities:

Establish and drive the Customer Experience organization to improve the profitability of our Vezeeta as a Provider product, ensure customer satisfaction and retention, and ensure renewal rate
Lead, manage and build a team of Customer Experience.
Provide leadership and development coaching for the Customer Experience team.
Review progress on key milestones in account plans
Drive standardization and harmonization of tools and processes.
Support with talent acquisition, coaching, mentoring and establishing training programs to meet customer experience requirements.

Our Recruitment Process

Get to meet & have a virtual coffee with Alba, our Talent Acquisition Lead.
Discover our Vezeeta.com office and meet with Choucri, our Chief Providers Officer
Have a virtual chat with Berengere, our VP People & Culture
Finalize the process with an interview with our CEO, Amir Barsoum.
Cross Reference (send contacts of previous work experience)

Requirements

Bachelor’s degree in Medicine or Hospitality
Masters' Degree is a plus
+10 years of experience in Clinic Operations/Customer Experience.
Strong understanding of key stakeholders and customer dynamics
Proven experience managing large cross-functional teams
Background in customer experience management.
Healthcare is your passion, and you are up to date with the latest technologies.
Excellent written and verbal communication skills in English and Arabic.
Proficiency in Microsoft Office.
A curiosity to learn and a willingness to adapt as new and different challenges emerge.
Solid interpersonal skills; ability to work effectively in a team-based environment
Solid Leadership Skills.

Benefits

We believe that our people are the main drive of success in Vezeeta. That's why we find generous and innovative ways to thank employees for their hard work and dedication. We have a whole host of benefits to help you enjoy work to the full.

An opportunity to be part of a highly professional and dynamic team working around the world.
A competitive benefits package including private medical schemes.
An unparalleled personal and professional growth where you will learn from the best and grow like nowhere else.
A flexible working environment - we appreciate that life is busy, so when operationally possible, remote working is also available.
Unlimited vacation time
Free music – stream your own music right at your workstation and work accompanied by your favorite tunes
Team Building activities and Culture Days