Summary
Date Posted: Friday, March 15 2024, Base Salary: Not Disclosed

JOB DETAILS:
Main Job Purpose
To manage the Agency’s Customer Service function and liaise with stakeholders in the public
health sector to attain customer satisfaction.

Main Responsibilities:
Manages periodically the development, implementation, and review of policies to ensure adherence to standards.
Manages efficiently, the resolution of customer complaints, queries and monitors information through Profiling Complaints and Queries to attain customer satisfaction.
Manages effectively, the data capture of all customer complaints and queries in order to update the database and facilitate swift resolutions.
Manages effectively, the receipt, review, and processing of orders for medicines and medical supplies from health facilities to ensure the accurate picking, packing, staging, loading and distribution.
Manages timely, liaison with stakeholders in order to access their reports, acquire buy-in and provide feedback necessary to enhance relationships.
Manages timely, the preparation of the departmental budgets to facilitate timely acquisition of resources and implementation of programmes.
Manages effectively, the monitoring and evaluation of the implementation of the programmes in order to assess the impact on service delivery and provide appropriate interventions.
Manages timely, the preparation of departmental, quarterly, and annual reports to facilitate informed decision-making.
Manages effectively, the development of work plans and implementation of the Performance Management System (PMS) to monitor and evaluate performance.
Manages effectively, human and other material resources in order to facilitate achievement of departmental objectives.

1. Communications skills.
i. Written Skills
Able to write strategic, operational, and analytical papers.
ii. Oral Skills
Able to communicate fluently in English.
2. Other Skills / Attributes required.
Leadership and team building skills.
Integrity
Tact and Diplomacy
Interpersonal skills

3. Management and Leadership
Ability and proven planning, organizing, motivating, controlling, coordinating, delegating and budgeting skills.
Able to empower subordinates through coaching, mentorship, training and development programmes.

4. Academic qualification and work experience required.
Full Grade 12 School Certificate
A minimum of bachelor’s degree in Business, Marketing, Banking, Commerce or equivalent.
Must be a member of a relevant professional body.
Minimum of 8 years’ relevant work experience of which 3 should at senior level in a similar role
Experience in Customer services will be an added advantage

Work Hours: 8

Experience in Months: 96

Level of Education: Bachelor Degree

Job application procedure
• If you fit the above profile, please complete the application process by clicking on the link
below not later than Friday, 22nd March 2024.

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