Customer Service Manager - Aga Khan Health Services
The Position
The Aga Khan Hospital, Kisumu (AKHK) is an Institution of the Aga Khan Health Service, Kenya, which is an Agency of the Aga Khan Development Network. The Hospital is part of a network of health facilities, which includes Hospitals and Outreach Health Facilities across East Africa. The Aga Khan Hospital, Kisumu is in an exciting growth phase and has attained acknowledgment of its quality by achieving ISO 9001:2015 certification, ISO 15189:2022 accreditation for laboratory services, Safe Care level 5 accreditation and is at advanced stage of attaining Joint Commission International Accreditation. AKHK has Outreach Health Services at Kisii, Kakamega, Kitale, Bungoma, Kericho, Kibuye-Kisumu, West End-Kisumu, Busia, Homa-Bay, Migori, Bomet, Eldoret, Kimilili, Nyamira and an upcoming Medical Centre in Kabarnet.
CUSTOMER SERVICE MANAGER
OVERALL RESPONSIBILITY
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.
OTHER 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.
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
Sector: Healthcare
How to apply
For inquiries/complains click HERE to WhatsApp KisumuKulture