Supervisor Client Relations Jobs – Lancet Laboratories Uganda

Job: Supervisor Client Relations

Organization: Lancet Laboratories Uganda

Duty Station: Kampala, Uganda

Reports to: Business Development Manager

About US:

Lancet Laboratories Uganda limited is the leading provider of private diagnostic pathology services in Uganda. Incorporated and registered in Uganda since April 2009, it forms part of the Lancet Laboratories East Africa Group based in Nairobi, Kenya.

Job Summary:  The Supervisor Client Relations oversees the customer care department and other associated tasks within the department. Conduct, lead and trains a company’s service staff, investigate and solve product and service complaints. The position also ensures effective functioning of the customer care department, to ensure success you need to employ prudence and tact in interacting with others, and be focused on customer and staff retention, playing a collaborative role in growing and implementing standards and processes, maintain documentation such as correspondence and operational records and building and maintaining good relationships with clients by listening to complaints or concerns with the aim of resolving them.

Key Duties and Responsibilities:

• Provides pricing quotes to both internal and external customers in a timely and efficient manner to ensure that they receive correct and adequate information.
• Receives, follows up and resolves client queries and complaints raised via email or phone and always ensures customer satisfaction.
• Comply with Quality Assurance by meeting statistical requirements and complying with quality standards by maintaining confidentiality and patients’ personal data and other information to protect the privacy of patients and integrity of the organization, ensuring the organizations’ customer service objectives.
• Customer interface and building customer relations through customer visits, conference calls, emails and build a long-term professional relationship and to ensure customer satisfaction to formalize business agreements and smoother business processes
• Resolving operational issues such as lack of communication to ensure mutual understanding and implementation of changes for improvement of service delivery to internal and external clients
• Attend to escalated doctors’ requests and make follow up on all information required
• Send emails to doctors on test results that need to be communicated to patients
• Attend to telephone queries/ customer complaints regarding results and conduct investigation on the complaints.
• Collaborate with internal teams (Admins, Techs, Couriers, management and Senior Management)
• Act as point of contact for complaints and escalate issues as appropriate
• create and nurture long-term relationships with customers.
• Compile client services reports and submit to the BDM for review and approval
• Monitor telephone accounts as per set standard and operating procedures
• Monitor the wage of cell phones to prevent abuse and ensure compliance to set standard and operating procedures.
• Assist the BDM with logging of tasks by investigating to ensure correcting action is taken
• Handover queries pertaining to send a way from the shipping sept including pricing
• Monitors and manages phone check list to ensure all urgent results have been phoned through
• Elevate complaints and feedback to the relevant departments.
• Update list of telephone numbers for all departments
• Troubleshooting to find out reasons for visits, who the visitor is here to see and which department to contact for assistance.

Qualifications, Skills and Experience:

• The ideal candidate must hold a Bachelor’s Degree in Public Relations
• Three years’ experience in a similar position
• Client services standard working policy procedures
• Background in customer service; Medical industry knowledge is a plus
• Experience tracking relevant KPIs (e.g. customer satisfaction)
• Highly organized with a strong attention to detail
• A customer-oriented attitude
• Problem-solving aptitude
• Ability to work well with a team

Competencies:

• Basic computer and typing skills
• Knowledge of Lancet
• Communication and Interpersonal Skills
• Attention to detail
• Ability to work in a team
• Ethical Behavior
• Customer Service Skills
• Drive (Includes energy and Stamina)
• Patience
• Ability to handle sensitive and confidential information
• Administrative skills
• Professionalism
• Telephone Etiquette
• Independence
• Analytical Thinking
• Conceptual Thinking
• Proactivity
• Results Orientation
• Thoroughness
• Concern for Excellence
• Flexibility Towards Others
• Service Orientation
• Development Orientation
• Preferably Male

How to Apply

All interested applicants should submit their Application, CV, certified ID copy, clearly indicate the position you are applying for. To: Human Resource Manager, Lancet Laboratories Uganda Limited, Pox 36335, Kampala. Or Hand deliver Lancet Head Quarters, North Park Plaza, Bweyogerere, Opposite Uganda National Bureau of Standard (UNBS). Or Email: hr@lancet.co.ug

NB: Short listed candidates will be required to undergo background checks and assessments.

Deadline: 19^th February 2021