Client Relations Officer
Applications Time
2022-07-05 – 2022-07-12
About the position
The Client Relations
Officer is responsible for facilitating the day-to-day communication between
our clients and our Laboratory, ensuring exceptional client experience, and
cultivating long-term client relationships with Pathologist Lancet Kenya.
The Officer will also maintain public relations with existing and prospective clients on behalf of Lancet by handling inbound and outbound queries from clients by making sure that relevant information and excellent customer service is provided to clients.
Challenging Demands of
the Job
The typical demands of
this job, that are outside of the direct control of the post holder, are the
following:
- Ability to work under pressure / and remain
focused on the task at hand
- Ability to maintain confidentiality and behave in
an ethical manner
- To be highly resilient and maintain a positive
self-image.
Decisions and Judgments
The post holder works
within a highly regulated environment which is characterised by clear work
instructions and standard operating procedures.
Qualifications
- Bachelor of Science Degree
- Experience working in a Laboratory setting
- Has at least 1-2 years Customer Experience
- Strong working knowledge of office suites in
computer applications
Summary of Key
Responsibilities
DOCTORS’ HOSPITALS
LIAISON
- Liaise with doctors and Facilities to assist with
queries, complaints and following up on patients results with relevant
departments to ensure that doctor receives results.
- Liaise with clients regarding test information,
customer complaints and compliments to ensure that customers receive
correct and adequate information and where necessary to ensure customer
satisfaction.
- Liaise with Lancet staff to respond to client
queries.
- Logging tasks for doctors’ orders where applicable
(consumables, request forms etc.).
- Route and redirect calls to appropriate resources
to ensure that customers are assisted promptly by relevant parties.
- Assist with collecting of samples from clients and
doctors’ rooms and delivery of results where necessary.
MARKETING INTELLIGENCE
- Review clients trend analysis (to avert any loss
of business due to internal mitigatable occurrences)
- Gathering and Dissemination of competitors information.
(Business strategy, top clients branding materials offers and incentives
to their clients)
- Identify and escalate priority issues on the
competitors market share. (New setups, mushrooming labs etc.)
SELLING AND PROMOTING
LANCET BRAND
- Marketing and selling Lancet services to existing
and prospective customers to grow revenue.
- Represents Lancet in public relations events such
as conferences, CME days to promote services of the organization.
- Constantly selling lancet services to new and
existing client to maintain loyalty and client sat faction (doctors,
administrators, directors, hospital managers, lab managers)
- Compile and submit reports to the Marketing
Manager and/or as directed by Management.
Ability and/or Skills
- Excellent written and verbal communication skills
- Active listening
- Client-focus
- Active listening
- Prioritization and on-time execution of tasks
- Process improvement
- Problem-solving and solution orientation
- Strong interpersonal skills (people, social,
emotional intelligence)
- Proactivity
- Team player who can self-motivate
- Performs well under pressure; thrives in fast-pace
environment
- Growth mindset
How to Apply
Apply by sending your
updated cv and copies of academic documents to career@lancet.co.ke
Applications should
reach us by 5.00 pm on the closing date indicated on top of the advert.
