Customer Service Officer at Eye Foundation Hospital

Reports To: Customer Service Manager

Job Summary

• The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Registers new patient, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Key Responsibilities
Your duties shall include, but not limited to the following:

• Providing help and advice to customers using the organization’s products or services.
• Communicating promptly, courteously with customers by telephone, email, letter and face to face.
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by other units.
• Analyzing statistics or other data to determine the level of customer service your organization is providing.
• Producing written information for customers, often involving use of computer packages/software.
• Writing reports.
• Coordinating feedback or complaints procedures for customers using the Patient Satisfaction survey.
• Improving customer service procedures, policies and standards for the organization.
• Meeting with other managers to discuss possible improvements to customer service;
• Training staff to deliver a high standard of customer service in other branches.
• Learning about the organization’s products or services and keeping up to date with changes;
• Keeping ahead of developments in customer service.
• Provide pricing and service delivery information
• Direct requests and unresolved issues to the designated resource
• Record details of inquiries, comments, complaints and actions taken.
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process
• Assisting in general office administration functions.
• Assisting in preparing correspondence to be sent out to clients.
• Dealing with day-to-day operational matters.
• Work with other hospital manager on initiatives to improve efficiency and ensure quality delivery of healthcare services to patients.
• Be able to cover for administrative staff on leave or off sick if need be.
• Any other duties assigned by your Manager and the Medical Director.

Qualifications

• BSc degree preferably in social Sciences or Humanities.
• Minimum of 2 years working experience as a Customer Service Personnel.
• Experience in an healthcare sector or hospital is an added advantage.
• Experience in providing customer service support

Skills and Competencies:

• Customer Service skills.
• Good Product Knowledge.
• Attention to details.
• Market Knowledge
• Excellent oral and written communication skills.
• Must be an active Listener.
• Quality phone etiquette.
• Must be a problem solver.
• Ability to Multitask is key.
• Proficient use of MS office suite { Word, Excel and PowerPoint}