Job Detail

Job Description

M.P Shah Hospital is looking to recruit a professional, and evidence-driven person for a vacancy in Corporate Communications and Public Relations Division, as a Customer Experience Officer. Reporting to the Customer Experience Manager – Corporate Communications and Public Relations Division, the job holder will serve as the as a first impression of the Hospital to the clients to ensure excellent customer care service whilst maintaining high customer satisfaction.

Duties & Responsibilities:

• Manage patient and visitors’ queues using the (QMS) queue management system.
• Respond to all incoming calls at the customer care desk and making the appropriate transfers.
• Direct patients to the departments appropriately as recommended by the nurses or doctors.
• Recognize severe cases in need of immediate medical attention and alerting the nurses immediately for the appropriate action to be taken.
• Provide accurate, valid and complete information to patients’ enquiries.
• Handle complaints, provide appropriate solutions and alternatives to patients within the time limits and summarise the patient feedback.
• Direct requests and any other issues to the designated resource.
• Organize workflow to meet customer timeframes and avoid any unnecessary delays in queues to minimize the turnaround time.
• Maintain the appearance of the entrance and reception area at all times.

Qualifications & Requirements

• A minimum of a Diploma in Hospitality Management, Business Administration or any other related field.
• At least 1 year working experience in a similar role.
• Should also possess/demonstrate the below competencies:

• Strong phone contact handling skills and active listening.

• Customer orientation and ability to adapt/respond to different types of characters.

• Excellent communication and presentation skills.

• Ability to multi-task, prioritize, and manage time effectively.

• Attention to detail and accuracy Excellent communication skills.

Interested and qualified candidates in the above position are encouraged to forward their CVs and application letters to recruitment@mpshahhospital.org on or before 13th April 2024. The applications shall be reviewed on a rolling basis until the position is filled. We encourage early submission of applications.

To Apply:
https://mpshahhosp.org/job/m-p-shah-hospital-nairobi-kenya-118-customer-experience-officer/