Customer Relationship Officer at Beaconhill Smile Clinic Limited

• The Customer Relationship Officer will be responsible for managing inbound and outbound customer interactions, converting enquiries into appointments, strengthening patient relationships, following up on treatment plans, and delivering an exceptional customer experience at every touchpoint.
• Candidates with previous experience working in a call centre or high-volume customer contact environment will be given strong preference.

• Handle a high volume of inbound and outbound customer calls professionally and efficiently.
• Respond promptly to enquiries received via telephone, WhatsApp, email, and other communication channels.
• Convert enquiries into booked appointments and support treatment acceptance.
• Conduct follow-up calls to prospective and existing patients to encourage attendance, continuity of care, and patient retention.
• Build and maintain positive relationships with patients through excellent communication and timely follow-up.
• Resolve customer complaints and escalate complex issues where necessary.
• Maintain accurate records of all customer interactions in the company's systems.
• Meet individual and team targets for response time, call quality, appointment conversion, and customer satisfaction.
• Work closely with Customer Care, Clinical, and Business Development teams to ensure a seamless patient journey.
• Participate in customer engagement campaigns and promotional initiatives.

• Bachelor's Degree or Higher National Diploma (HND) in Mass Communication, Business Administration, Marketing, Customer Service, or a related discipline.
• 2–3 years' relevant experience in Customer Relationship Management, Customer Service, Telemarketing, or Contact Centre Operations.
• Preference will be given to candidates who are currently working or have previously worked in a call centre or high-volume customer contact environment with demonstrable performance results.
• Proven ability to manage large call volumes while maintaining excellent service quality.
• Strong persuasive, negotiation, and relationship-building skills.
• Excellent verbal and written communication skills.
• Good computer literacy and proficiency in Microsoft Office applications.
• Ability to multitask, work under pressure, and consistently meet performance targets.

Key Competencies:

• Excellent telephone etiquette
• Customer relationship management
• Sales and appointment conversion
• Active listening and empathy
• Problem-solving and conflict resolution
• Strong interpersonal and communication skills
• Resilience and adaptability
• Time management and attention to detail
• Results orientation.

• Competitive salary and performance-based incentives.
• Career growth and professional development opportunities.
• A supportive, collaborative, and performance-driven work environment.
• The opportunity to make a meaningful impact on patients' lives through outstanding customer engagement.