We are currently hiring for the above position:
Key Responsibilities:
1. Customer Support:
- Handle customer inquiries via phone, email, or in person.
- Provide accurate information regarding products, services, and company policies.
- Resolve customer complaints in a timely and efficient manner, ensuring satisfaction.
- Manage the client experience roles such as bookings, scheduling and sending of customer reminders
- Call center management
- Manage the hospital call center.
2. Relationship Management:
- Build and maintain long-term relationships with key customers.
- Identify opportunities to enhance customer satisfaction and retention.
- Conduct regular follow-ups with customers to gather feedback and assess service levels.
3. Issue Resolution:
- Address customer complaints, concerns, and feedback promptly.
- Collaborate with relevant departments to resolve issues and prevent recurrence.
- Document and track customer interactions, issues, and resolutions in as required.
4. Feedback Analysis:
- Collect and analyze customer feedback to identify trends and areas for improvement.
- Provide actionable insights to management for enhancing customer experience.
- Participate in the development of customer service policies and procedures.
5. Product/Service Promotion:
• Educate customers about new products or services that meet their needs.
- Upsell and cross-sell products or services to existing customers where appropriate.
- Offer regular trainings to the customer experience team on upselling the hospital products at the front office.
6. Reporting:
- Prepare and present regular reports on customer interactions, complaints, and resolutions to management.
- Monitor and report on customer satisfaction levels and suggest improvements.
7. Leadership and Team Collaboration:
- Work closely with sales, marketing, and product development teams to align customer relations strategies with business goals.
- Train and mentor junior staff on customer relations best practices.
- Represent the company in customer experience events externally
Qualifications:
Education
• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
Experience
role.
• 2-4 years of experience in customer service, sales, or a related
Skills:
- Strong communication and interpersonal skills.
- Problem-solving abilities and a customer-focused mindset.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to handle difficult customers and resolve conflicts.
- Excellent organizational skills and attention to detail.
Personal Attributes:
- Patience, empathy, and a positive attitude.
- Ability to work independently and as part of a team.
- Proactive, adaptable, and able to thrive in a fast-paced environment.
Applications to be sent to [email protected] clearly indicating the role applied for on the subject line of the email by Tuesday 17th September 2024.
