Customer Care Officer (1 position)
Job Title: Customer Care Officer (1 position)
Reports To: Public Relations Officer
Location: Kampala
Nature of job: Full time, 3 years' renewable contract
Job Summary :
Role holder is expected to oversee customer service strategy and ensure delivery of high level of customer service and satisfaction while minimizing the total cost to service through continuous improvement of operational effectiveness, employee productivity and profitability.
Duties and Responsibilities
- Lead and continuously develop a high performing customer services team
- Continue developing and roll out of customer experience and satisfaction improvement strategies across all departments and service points of Mengo Hospital.
- Interface with departmental managers to draw new strategies of delivering the best customer service experience
- Develop and measure metrics that track contribution and progress on customer satisfaction, efficiency and productivity improvements
- Manage the Order To Cash (OTC) process, customer complaints and lead a complaints reduction program in collaboration with hospital team as needed
- Participate in industry benchmarks to deliver best practices in Customer service in hospital environment.
- Making routine satisfaction survey for clients through client follow up and compiling a report and statistical data for management support to customer improvement plan
- Taking ownership of Customer (Patients) complaints and inquiries in relation to hospital services, consultants' appointments and hospital schedules through a 24/7 mobile call center and following them through to satisfaction.
- Conducting customer care Ward rounds.
- Responsible for system to control client traffic and welfare during service delivery.
- To always look out for outstanding success stories for record purposes and update the Public Relations office for documentation.
- Ensure proper customer service delivery strategy for insurance clients (work hand in hand with insurance office.)
- Ensuring quality improvement as an important aspect of Customer care.
- Follow up with the medical team and thus ensuring clients obtain necessary information to complete the patient flow cycle happily.
Qualifications and Experience:
- Bachelor's degree in public relations, public administration, customer service, hospitality management, or related humanities courses.
- Minimum 3 years Customer Services management experience in a busy environment or, preferably in the healthcare industry
- Knowledge on the value of each customer.
- Ability to listen to customers and fix problems.
- Ability to empower and listen to the customer Care Assistants and lead them to deliver a high customer service experience.
- Excellent verbal and written communication skills.
- Strong ability to lead a team.
- Ability to manage expectations, create high level of satisfaction and effectively convey customer needs to staff members and managers.
- Proficient with MS Office including Excel, Word and PowerPoint.
- Ability to work independently and as a member of a team.
- Able to conduct customer service trainings to hospital staff members at all levels.
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