Premium Service Care Manager

Responsibilities

• Manage and support clients directly through dedicated, private booking channels to ensure seamless booking
• Act as the primary point of contact to orchestrate a seamless customer journey across all offline and digital clinical touchpoints
• Proactively manage follow-ups, deliver personalized healthcare tips, issue appointment reminders, and facilitate care extensions for clients' friends and family.
• Build trust and personal connections with our premium clients to foster brand loyalty.
• Take ownership of premium client enquiries, concerns and service issues, coordinating with doctors, clinic operations and other internal teams to ensure timely and appropriate resolution.
• Maintain accurate and up-to-date client profiles, preferences, interactions and follow-up records in the CRM system to support personalized service and service continuity across different touchpoints.
• Work closely with clinic operations, medical professionals and relevant support teams to coordinate client arrangements and deliver a consistent premium service experience.
• Proactively gather client feedback and identify service improvement opportunities to continuously enhance the premium client experience.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, Marketing, Healthcare Management, or a related discipline is preferred.
• Minimum 3 years of relevant experience in premium/VIP client servicing, relationship management, healthcare, hospitality, or other high-touch service environments.
• Strong clienteling and relationship-building skills, with experience serving premium/VIP clients.
• Excellent interpersonal and communication skills; good command of English, Cantonese and Mandarin.
• Strong service mindset, attention to detail and problem-solving skills.
• Good PC skills; experience with CRM/customer management systems is preferred.

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