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ممثلة انجاح عملاء
Awafi Clinic
Riyadh, KSA
Full Time
Entry
1 months ago
Customer Relationship Management (CRM)EmpathyCommunicationProblem SolvingArabicHealthcare Knowledge
Free
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Customer Relationship Management (CRM)EmpathyCommunication
About the Role
Awafi Clinic seeks a compassionate Customer Success Representative to guide mental health platform users through their therapeutic journey. You will onboard new users, provide empathetic support, monitor engagement, and ensure privacy.
Key Skills for This Role
Customer Relationship Management (CRM)EmpathyCommunicationProblem SolvingArabicHealthcare Knowledge
Responsibilities
- Welcome and guide new users to the appropriate therapeutic journey upon app download
- Handle client inquiries regarding treatment packages and resolve technical or payment issues with emotional intelligence
- Proactively monitor user engagement and intervene gently to encourage continuation
- Strictly adhere to privacy and medical data confidentiality standards
- Maintain average response time, increase first contact resolution rates, and contribute to client retention KPIs
Requirements
- Previous experience in customer service or customer success (preferably in healthcare, medical apps, or mental health)
- High emotional resilience to handle emotionally charged interactions
- Proficiency in CRM systems
- Excellent written and verbal communication skills
- Excellent knowledge of Saudi culture
- Awareness of mental health importance and genuine belief in the platform's mission
Full Job Posting
About the Company
- Awafi Clinic is a mental health platform that integrates evidence based clinical practices with Islamic psychology theory led by Dr. Khaled Al Jaber.
Job Purpose
- You are not just a query responder; you are the guardian of the therapeutic journey, guiding users, containing their fears, and ensuring their continued recovery with full privacy and high professionalism.
Main Responsibilities
- Onboarding: Welcome new users and smoothly guide them to the appropriate therapeutic journey upon app download.
- Empathetic and Technical Support: Handle client inquiries about treatment packages and resolve technical or payment issues effectively.
- Churn Monitoring: Proactively monitor users for signs of disengagement and intervene gently to encourage continuation.
- Privacy Protection: Strictly adhere to highest standards of privacy and medical data confidentiality.
- KPI Achievement: Maintain average response time, increase first contact resolution rates, and contribute to client retention.
Required Skills and Qualifications
- Previous experience in customer service or customer success (preferably in healthcare, medical apps, or mental health).
- High emotional resilience to handle emotionally charged interactions with patience.
- Proficiency in CRM systems.
- Excellent written and verbal communication skills, excellent knowledge of Saudi culture, and ability to adopt Awafi's empathetic, supportive, and clinical tone.
- Awareness of mental health importance and genuine belief in the platform's mission.
What We Offer
- Opportunity to be part of an organization making a real impact on individuals' and companies' quality of life.
- Supportive work environment that cares about your mental health and professional development.
- Specialized training on handling mental health cases and understanding the therapeutic journey.
- Competitive incentives based on service quality and user satisfaction.
How to Apply
- If you have the passion and empathy to help us change thousands of lives, send your CV to mkt.mgr@awaficlinic.com
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