Customer Care Manager

Black & Grey HR is recruiting for a premium boutique aesthetic hospital in Abu Dhabi UAE. Our client is looking to hire an experienced Customer Care Manager. The ideal candidate will lead the customer care team ensuring exceptional service standards and addressing all patient inquiries and concerns with professionalism. The role requires strong communication leadership and problemsolving skills with a deep understanding of patient needs in a healthcare setting.

Core responsibilities:

Manage the daily operations of the customer care department ensuring smooth and efficient service delivery.

Supervise mentor and train customer care staff maintaining high levels of patient satisfaction.

Address and resolve patient complaints and concerns in a timely and empathetic manner.

Develop and implement customer service policies and procedures to improve the overall patient experience.

Collaborate with medical and administrative teams to ensure alignment in service quality and patient care.

Monitor patient feedback and use insights to continuously improve service standards.

Maintain accurate records of patient interactions complaints and resolutions.

Ensure compliance with healthcare regulations and quality standards.

Handle escalations and complex cases requiring additional attention and problemsolving.

Implement strategies to enhance patient retention and satisfaction.

Requirements

Bachelors degree in Business Administration Healthcare Management or a related field.

Minimum of 5 years of experience in customer service or management preferably within the healthcare sector.

Fluency in English Arabic is preferred.

Excellent interpersonal and communication abilities.

Problemsolving mindset with the ability to handle stressful situations professionally.

Knowledge of healthcare regulations and quality standards is an advantage.

Proficiency in CRM systems and patient management software.

Patientcentric approach with conflict resolution and negotiation skills.

Strong organizational skills and attention to detail.

Benefits

Attractive salary Benefits

- Bachelor s or Master s degree in Business Administration or related field. - Minimum 5 years of management experience, specifically within an aesthetic clinic. - Strong leadership and communication abilities, capable of managing multi-disciplinary teams. - Proficient in strategic planning, financial management, and operational oversight. - Excellent problem-solving, critical thinking, and making informed decisions in a fast-paced environment. - Familiarity with healthcare laws, policies, and industry best practices. - Ability to implement and monitor OSH policies to ensure workplace safety and compliance.