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 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.

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