Customer Experience Officer at M.P. Shah Hospital

  • Full Time
  • Nairobi

M.P. Shah Hospital

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.

Method of Application

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 for this job email your details to recruitment@mpshahhospital.org