Client Service Lead

About Us
Mars Veterinary Health (MVH) is a global leading provider of high-quality, advanced veterinary care for companion animals. Our business offers a wide range of high-quality medical services covering preventive and basic health care as well as advanced diagnostics, internal medicine, intensive care, surgery and orthopedics. MVH also provides rehabilitation, physiotherapy, dietary advice and offers selected pet food, pharmaceutical and care products.

Mount Pleasant Veterinary Group (MPVG) is a business unit of MVH Asia, seeks a dynamic Client Service Lead to join its team.

The Role
Our Client Service Lead will manage client relations and drive service excellence with the objective of delivering consistent client experience aligned with MPVG and Mars Inc. guidelines. Partnering the Field Director s/he will offer excellent service, knowledge and assistance to clients. He/she manages all aspect of client service operations ensuring the team functions efficiently in accordance with the department’s operating procedures and standards.

This role includes monitoring team’s performance, ensuring client service team provides prompt response and high client satisfaction in handling client’s enquiries. You are expected to leverage on your professional experience to provide insights in enhancing service delivery, stay up to date on company processes and work collaboratively across all departments to maintain excellent client experience to our clients.

Responsibilities

• Conduct daily briefing to ensure important information and updates are shared among team members.
• Welcome and acknowledge all clients and their pets according to company standards, anticipate and address service needs, assist client with disabilities, and thank others with appreciation.
• Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
• Responsible for client grievance/complaint handling and safety matters with regard to such operations.
• Resolve issues pertaining to client’s negative feedback and manage such complaint efficiently to optimize client satisfaction and communicate to Field Director and Service Management for any necessary follow up.
• Disseminate and clarify understanding of all new services packages, rate plans and product information associated with these programs.
• Communicate anticipated upcoming service launches with each team member during each shift.
• Responds to client comments, requests and compliance in a timely and professional manner.
• Monitor daily client service operations ensuring that tasks are carried out and client requests are attended at the pre-determined standards.
• Assist management to execute enhancement projects and new processes and follow-through with detailed evaluation.
• Plan, coordinate and manage manpower to ensure the department functions efficiently and effectively according to established standards.
• Review Client Service Coordinator (CSC) Team roster for all CSC associates and align with Practice Manager in each clinic for smooth operations.
• Service Audit check-in/out process for every team member once a month to manage and monitor established Service Quality Standards are met.
• Lead Service and Operational Excellence; Manage the delivery of services to clients consistent to company’s core service standards, brand attributes and compliance.
• Solicit feedback directly from clients; record feedback and use established documentation and circulation to identify operational improvements.
• Accountable to resolve issues and identify how to minimize reoccurrences with various stakeholders.
• Report and document special incidents that command management’s attention; incidents may include fight, abuse, accidents, etc.
• Operationalise compliance management on hygiene, workplace safety and health, and data protection requirements.
• Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Field Management team (e.g. Practice Manager and Field Director).  
• Conversant with all facets of client service including fire safety and emergency related procedures.
• Responsible for motivating, coaching and counseling of team members appropriately and ensuring their job skills are constantly being improved and developed to exceed clients’ expectations.
• Work with P&O to establish learning and development plans and facilitate learning and development opportunities to enhance team performance includes self-growth and development.
• Ensure that all team members are well-mannered and groomed as per company standard at all times.
• Collaborate with Practice Manager to hold regular meetings to communicate departmental updates and review operational standards and client feedback; brainstorm and decide on ways in which operational flow can be improved.
• Supervise, train, schedule, mentor team members and perform evaluations for fair recommendations on confirmation or promotion.
• Review systems and processes for workflow and productivity improvement.
• Establish, assess, conduct and maintain appropriate performance appraisals based on objective departmental KPI’s and according to agreed standards and take necessary action to communicate/advise/assist according to performance levels.
• Develop and maintain close liaison with all other departments for understanding of other departments’ operational flow, thus ensuring seamless client experience through effective communication and coordination.
• Other assigned duties.

Requirements

• Bachelor’s degree in Business, Hospitality, Tourism or related discipline preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Minimum 5 years related experience in Healthcare, Hospitality, Retail or service industry experience or combination of both is preferred.
• Three years prior experience in leading teams.  
• Possess good command of spoken and written English, and any additional language is an advantage.
• Professional disposition.
• Mature, meticulous, resourceful, organized and able to work independently
• Attention to details and accuracy with strong sense of urgency.
• Impeccable follow through with ability to multi-tasks and respond effectively to ad-hoc requests.
• Good stakeholder management skills and strong interpersonal and communication skills.