Reporting to the CEO, the successful candidate will be responsible for delivery and sustainability of excellent customer service experience and promote the culture of service excellence across the main Hospital and Outreach Health Centers
Responsibilities
Strategy and leadership
Review, formulate and implement policies, strategies and plans
to institutionalize the culture of service excellence.
Achievement of customer experience
- Carryout
across the board customer service assessments, review, recommend and
implement the agreeable intervention measures.
- Be
the focal point for effective review and implementation of AKHK customer
service charter.
- Play
the role of the customers advocate to ensure they receive quality service
from all functions of the hospital.
- Provide
oversight to multidisciplinary teams to ensure achievement of customer
experience.
- Implement
the Customer Events Calendar for the year and recognized world and
national events.
- Provide
oversight to the successful implementation of customer satisfaction
surveys.
- Direct,
monitor and implement Customer Service Performance indicators-TAT and
manage accurate daily, weekly and monthly quantitative reports to guide
decision making.
- Effectively
manage customer/client feedback with appropriate tools and approaches such
as Customer Engagement forums,
- Provide
oversight to customer initiatives across different customer segments.
- Lead
Patient Centered Care Program.
People and Teamwork
- Oversee
effective stakeholders’ managements to achieve excellent customer service.
- Utilize
teamwork and synergies to attain the required customer service experience.
- Guided
capacity building programs on service excellence model.
Customer Feedback
Management
- Ensure
effective management of customer complaints both internal and external.
- Set
up institutional structures to motor, track and ensure customers concerns
and resolved promptly.
Reporting & Control
- Responsible
for production of timely customer service reports based on key performance
indicators.
- Implement
effective tracking on customer service improvement plans.
- Supervise
Interns /Customer Service Officer / Patient Navigators & Telephone
Operators.
The
requirements
- Bachelor’s
Degree in either of the following disciplines, Nursing, Business
Administration, Marketing, PR/ Communication, Customer Service or related
studies
- Master’s
degree in similar disciplines will be an added advantage.
- Working
knowledge of customer service software, databases and tools.
- Awareness
of industry’s latest technology trends and applications
- Ability
to think strategically and to lead.
- Strong
client-facing and communication skills
- Customer
service orientation/ Patient experience advocate
- Over
five (5) years of relevant experience
How To
Apply
