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Job Title:    Supervisor Client Relations

Organisation: Lancet
Laboratories Uganda

Duty Station:  Kampala,
Uganda

Reports to:
Business Development Manager

 

About US:

Lancet Laboratories
Uganda limited is the leading provider of private diagnostic pathology services
in Uganda. Incorporated and registered in Uganda since April 2009, it forms
part of the Lancet Laboratories East Africa Group based in Nairobi, Kenya.

 

Job Summary:  The Supervisor Client Relations oversees the
customer care department and other associated tasks within the department.
Conduct, lead and trains a company’s service staff, investigate and solve
product and service complaints. The position also ensures effective functioning
of the customer care department, to ensure success you need to employ prudence
and tact in interacting with others, and be focused on customer and staff
retention, playing a collaborative role in growing and implementing standards and
processes, maintain documentation such as correspondence and operational
records and building and maintaining good relationships with clients by
listening to complaints or concerns with the aim of resolving them.

 

Key Duties and Responsibilities:  

·       
Provides
pricing quotes to both internal and external customers in a timely and
efficient manner to ensure that they receive correct and adequate information.

·       
Receives,
follows up and resolves client queries and complaints raised via email or phone
and always ensures customer satisfaction.

·       
Comply
with Quality Assurance by meeting statistical requirements and complying with
quality standards by maintaining confidentiality and patients’ personal data
and other information to protect the privacy of patients and integrity of the
organization, ensuring the organizations’ customer service objectives.

·       
Customer
interface and building customer relations through customer visits, conference
calls, emails and build a long-term professional relationship and to ensure
customer satisfaction to formalize business agreements and smoother business
processes

·       
Resolving
operational issues such as lack of communication to ensure mutual understanding
and implementation of changes for improvement of service delivery to internal
and external clients

·       
Attend
to escalated doctors’ requests and make follow up on all information required

·       
Send
emails to doctors on test results that need to be communicated to patients

·       
Attend
to telephone queries/ customer complaints regarding results and conduct investigation
on the complaints.

·       
Collaborate
with internal teams (Admins, Techs, Couriers, management and Senior Management)

·       
Act as
point of contact for complaints and escalate issues as appropriate

·       
create
and nurture long-term relationships with customers.

·       
Compile
client services reports and submit to the BDM for review and approval

·       
Monitor
telephone accounts as per set standard and operating procedures

·       
Monitor
the wage of cell phones to prevent abuse and ensure compliance to set standard
and operating procedures.

·       
Assist
the BDM with logging of tasks by investigating to ensure correcting action is
taken

·       
Handover
queries pertaining to send a way from the shipping sept including pricing

·       
Monitors
and manages phone check list to ensure all urgent results have been phoned
through

·       
Elevate
complaints and feedback to the relevant departments.

·       
Update
list of telephone numbers for all departments

·       
Troubleshooting
to find out reasons for visits, who the visitor is here to see and which
department to contact for assistance.

 

Qualifications, Skills and Experience:

·       
The
ideal candidate must hold a Bachelor’s Degree in Public Relations

·       
Three
years’ experience in a similar position

·       
Client
services standard working policy procedures

·       
Background
in customer service; Medical industry knowledge is a plus

·       
Experience
tracking relevant KPIs (e.g. customer satisfaction)

·       
Highly
organized with a strong attention to detail

·       
A
customer-oriented attitude

·       
Problem-solving
aptitude

·       
Ability
to work well with a team

 

Competencies:

·       
Basic
computer and typing skills

·       
Knowledge
of Lancet

·       
Communication
and Interpersonal Skills

·       
Attention
to detail

·       
Ability
to work in a team

·       
Ethical
Behavior

·       
Customer
Service Skills

·       
Drive
(Includes energy and Stamina)

·       
Patience

·       
Ability
to handle sensitive and confidential information

·       
Administrative
skills

·       
Professionalism

·       
Telephone
Etiquette

·       
Independence

·       
Analytical
Thinking

·       
Conceptual
Thinking

·       
Proactivity

·       
Results
Orientation

·       
Thoroughness

·       
Concern
for Excellence

·       
Flexibility
Towards Others

·       
Service
Orientation

·       
Development
Orientation

·       
Preferably
Male

 

How to Apply

All interested
applicants should submit their Application, CV, certified ID copy, clearly
indicate the position you are applying for. To: Human Resource Manager, Lancet
Laboratories Uganda Limited, Pox 36335, Kampala. Or Hand deliver Lancet Head
Quarters, North Park Plaza, Bweyogerere, Opposite Uganda National Bureau of
Standard (UNBS). Or Email: hr@lancet.co.ug

 

NB:
Short listed candidates will be required to undergo background checks and
assessments.

 

Deadline: 19^th February 2021

 

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