Aga Khan Hospital, Kisumu
Exciting Career Opportunity
The Aga Khan Hospital, Kisumu has
outreach Health Services at Kisii, Kakamega, Kitale, Bungoma, Kericho,
Kibuye-Kisumu, West End- Kisumu, Busia, Homa- Bay, Kapsabet, Migori, with plans
to spread to Bomet.
Exciting Career Opportunity
The Aga Khan Hospital, Kisumu 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 is in an
exciting growth phase and has attained acknowledgment of its quality by
achieving ISO 9001:2015 certification, ISO 15189:2012 accreditation for
laboratory services and is moving towards Joint Commission International
Accreditation.
With the ongoing expansion we seek to
recruit a professional for the following vacant position:
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 (20%)
·
Review, formulate and implement
policies, strategies and plans to institutionalize the culture of service
excellence.
Achievement of customer experience
(30%)
·
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, Customer Focus Weeks and provide oversight to customer initiatives
across different customer segments.
People and Team Work (30%)
·
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
Complaints Handling (10%)
·
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 (10%)
·
Responsible for production of timely
customer service reports based on key performance indicators
·
Implement effective tracking on
customer service improvement plans
Requirements and Experience
·
Master’s Degree in either of the
following disciplines, Business Administration, Marketing, PR/ Communication or
related studies
·
Bachelor Degree in similar
disciplines will also be considered.
·
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
·
Over five (5) years of relevant
experience.
How to Apply
Interested candidates should email
their applications with detailed curriculum vitae, names and contacts of three
referees, current and expected salary to ksm.recruitment@akhskenya.org on or
before 26th March, 2018.
Aga Khan Hospital Kisumu does not
solicit any funds for purposes of recruitment.
“Aga Khan Hospital Kisumu is an equal
opportunity employer”