Customer Service Assistant Job in Kenya

Job Title: Customer Service Assistant

Hiring Organization: Tenwek Hospital
Location – Locality:
Location – Region: Kenya
Industry: Medical
Job Type: Full Time
Salary: KES
Date Posted: 05/18/2024

Mission Statement: “Tenwek Hospital is a Christian community committed to excellence in compassionate healthcare, spiritual ministry, and training for service to the glory of God.” The hospital was founded in 1937 by missionaries from World Gospel Mission and has since grown to be a leading teaching and referral hospital in the region and one of the largest mission hospitals in Africa. It is a non-profit faith-based organization, a ministry of Africa Gospel Church and in partnership with World Gospel Mission. It has a capacity of 300 beds and offers a wide-range of quality and affordable primary and specialized healthcare services. Through partnerships with various organizations, long term and visiting physicians (Facilitated through Samaritan’s Purse), provide Tenwek patients with expertise in hospital care, out-patient treatment (Supported through USAID), and HIV/AIDS care through the PEPFAR program. Tenwek is also supported by Friends of Tenwek (FOT), a U.S.-based non-profit organization dedicated to developing key relationships and resources that help Tenwek fulfill its mission.

Job summary:

To provide conducive atmosphere and contribute to the smooth running of the unit by facilitating communication between healthcare professionals, staff and patients as well as caregivers.


Manage Large amount of incoming calls

Identify and assess patients’ needs to achieve satisfaction.

Build suitable relationships and trust with patients through open and interactive communication.

Provide accurate, valid and complete information by using the right methods/tools.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolutions.

Keep records of customer interactions, process customer accounts and file documents.

Follow communication procedures, guidelines and policies.

Go an extra mile to engage customers.

Communicating effectively with staff at all levels and patients to ensure support services.

Address any operational issue that requires intervention/coordination.

Oversee patient care flow while redirecting them to respective units

Communicate pertinent information (verbal and/or electronic) in a timely manner to hospital administration/ HOD.

Provide personalized services for high value, VIP, vulnerable patients.

Ensure Tenwek TV screens are playing strictly Tenwek Hospital content

Assisting the communication officer in conducting customer satisfaction survey on a daily, weekly and monthly basis.

Daily, weekly and monthly reporting on incoming calls, incoming customer complaints and or any other occurring incidences.

Provide information to customer queries.

Provide solution to customer complaints.

Taking customers feedback and suggestions to improve quality of service and report to the Unit Supervisor.

Perform any other duties as may be assigned from time to time

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