Customer Relations Officer

Position Overview

We are currently seeking a dynamic and customer-centric Customer Relations Officer to join our team. In this pivotal role, you will serve as the primary point of contact for clients, healthcare providers, trainees, research partners, and other stakeholders across our diverse portfolio of Molecular Diagnostics, Research, and Training services. Your responsibilities will encompass managing client communications, coordinating service-related logistics, and ensuring exceptional customer satisfaction through professional and timely interactions.

Key Responsibilities

• Client Communication Management: Handle all client inquiries via phone, email, and other communication channels, ensuring prompt and accurate responses while adhering to approved information regarding laboratory services, training programs, pricing, and timelines.
• Appointment and Logistics Coordination: Facilitate seamless coordination of appointments, sample-related communications, training registrations, and follow-up actions to ensure a smooth and efficient customer experience.
• Cross-Functional Collaboration: Act as a liaison between clients and internal teams—including Technical, Operations, and Quality—to provide timely updates and resolve customer concerns or complaints effectively.
• Stakeholder Engagement: Support communication with a diverse range of stakeholders, including hospitals, clinics, universities, researchers, students, and corporate clients, to foster strong professional relationships.
• Trainee Support Services: Assist with trainee registration processes, scheduling, certificate issuance, and post-training follow-up to ensure a positive and structured learning experience.
• Customer Feedback and Satisfaction: Monitor and support initiatives related to customer feedback and satisfaction, ensuring continuous improvement in service delivery.
• Record Maintenance: Maintain meticulous and accurate records of all inquiries, leads, follow-ups, and customer interactions to support data-driven decision-making and compliance.
• Professional Conduct: Uphold the highest standards of confidentiality, professionalism, and communication in all interactions to reinforce trust and credibility with clients and stakeholders.

Qualifications and Experience

To excel in this role, candidates must meet the following requirements:

• A Bachelor’s degree in Healthcare Administration, Business Administration, Life Sciences, or a closely related field.
• A minimum of 2 to 3 years of relevant professional experience in healthcare, laboratory services, customer relations, or a related environment, with a proven track record of delivering exceptional service.
• Fluency in both Arabic and English, with strong written and verbal communication skills to engage effectively with a diverse clientele.
• Exceptional interpersonal abilities, a customer-service-oriented mindset, strong organizational skills, and a proactive approach to follow-up and problem resolution.
• Prior experience with Customer Relationship Management (CRM) systems or customer-management platforms is considered a valuable asset.

If you are a motivated professional with a passion for customer service and a commitment to excellence, we invite you to apply and contribute to our mission of delivering high-quality diagnostic, research, and training solutions.