Head, Client Services at Novella Africa

Job Objectives

• To act as a liaison between a business and its customers and provide clients with reliable and impeccable service.
• The Head, Client Services works to ensure customers are satisfied, services are effectively rolled out, and members understand how the scheme works and answer questions or resolve customer complaints.

Responsibilities

• Cultivate, establish and maintain business relationships with assigned clients, their members, and representatives
• Exceptional responsiveness to client requests; troubleshoot problems to ensure member satisfaction
• Anticipate/identify key client challenges and proffer solutions where necessary
• Update and keep accurate client details and directory
• Frequently monitor client satisfaction with services provided
• Maintain regular interaction with assigned clients, through scheduled meetings or via telephone or written communication
• Liaise with different departments about client queries
• Ensure a seamless ‘end-to-end’ service for clients across all interfaces with the Company
• Develop effective communication platforms for clients
• Demonstrate expert knowledge of the Company’s products and services
• Create and implement innovative and engaging routines, programs, campaigns, workshops, interactions, and content (digital, print, and otherwise) to promote clients’ awareness and adoption of client loyalty and preventive health measures
• Ensure periodic review meetings with client contacts are carried out; prepare the necessary reports for and share with management.
• Prepare and provide a weekly schedule of planned activities.
• Conduct customer service workshops such as “How the Scheme Works”, IT systems training (where relevant), and other relevant presentations.
• Ensure accurate client correspondence records
• Ensure repeat-business / scheme renewals by clients
• Develop and foster growth within existing clients.
• Any other assignment as required by Management.

Competencies

• A Degree in Medicine / Life Sciences / or a related field
• At least seven (7) years of cognate experience
• Highly proficiency in Microsoft Office Suite programs, especially Excel and Word
• Conflict Resolution.
• Supervision Management
• Customer Service Skills.
• Project Management.