Challenging Demands of the Job
The typical demands of this job, that are outside of the direct control of the post holder, are the following:
Ability to deal with angry or dissatisfied clients
Ability to work under pressure-Serving multiple clients / and remain focused on the task at hand
Ability to maintain confidentiality and behave in an ethical manner
Ability to handle cases where solutions might not be immediate
Decisions and Judgments
The post holder works within a highly regulated environment which is characterised by clear work instructions and standard operating procedures.
Qualifications
Bachelor of Science Degree
Experience working in a healthcare industry
Has at least 2-3 years Customer Experience
Minimum 1-2 years supervisory experience or demonstrated leadership abilities
Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods
Preferably skilled in communication, problem solving, organizational and team dynamics
A master’s degree in business administration would be a plus
Summary of Key Responsibilities
Supervise day-to-day operation of team according to policy/procedure, ensure high quality customer service and compliance obligations
Uses call center software to monitor function of phone, email, text, and chat capability
Empower and coach His/Her team through knowledge, confidence, trust, and motivation so they are always ready to support customers in the best way possible
Build a committed team with a strong culture based on customer focus, high performance, and pride in their work
Be active in the recruitment process of new co-workers
Liaise with staff to respond to client queries.
Foster healthy relationships with key clients.
Compiling internal and external customers’ complaints and compliments/ doctors’ and customers survey reports for the organizations’ corrective action and for audit purposes.
May be required to supervise and train admin interns, new employees/students and provide them with guidance and administrative support.
Gather and proactively share Best Practices to help improve performance of each of their team members and overall call center call quality
Identify and escalate priority issues to the relevant cross-departments
Ability and/or Skills
Excellent written and verbal communication skills
Active listening
Client-focus
Added advantage if experienced with CRM software and KPI’s
Prioritization and on-time execution of tasks
Troubleshooting and Keyboarding skills
Problem-solving and solution orientation
Strong interpersonal skills (people, social, emotional intelligence)
Proactivity-thinking outside the box
Team player who can self-motivate
Performs well under pressure; thrives in fast-paced environment
Growth mindset
go to method of application »
Apply by sending your updated cv and copies of academic documents to career@lancet.co.keApplications should reach us by 5.00pm on the closing date indicated on top of the advert.
Apply via :
career@lancet.co.ke
