Customer Experience Specialist

About the role

The Customer Experience Specialist ensures a seamless patient journey across OneHealth clinics and hospitals. The role blends client‑facing duties with support for on‑ground marketing activities, requiring close collaboration with medical, operations, sales and marketing teams.

Key responsibilities

• Visit clinic and hospital locations regularly to align processes with the client experience vision.
• Work peak clinical hours, report observations and propose enhancement ideas.
• Track and analyse customer feedback across online and offline channels.
• Handle serious complaints, negative feedback and resolve issues in‑person, by phone or online.
• Support VIP client visits and tours.
• Document processes, issues, compliments and complaints.
• Assist in executing client‑experience projects for onsite and digital enhancements.
• Coordinate marketing requests from AXA Egypt and business‑development partners, including event logistics and agency alignment.
• Manage PR, budget approvals, purchase orders and delivery of services/goods for projects.
• Monitor and reorder promotional stocks such as giveaways and flyers.

Required profile

• Degree in Business Administration or a related field from a reputable university.
• 2‑3 years of relevant experience in customer experience, client services or related industry.
• Flexibility to work during peak clinical hours and travel to multiple locations.
• Strong ability to collaborate with medical, operations, marketing and sales teams.
• Excellent communication skills and a proactive attitude toward process improvement.

Required skills

• Experience with Customer Relationship Management (CRM) tools.