Director, Customer Service

nairobi cityKE

full-time

bachelor

5 months ago11/11/202312/11/2023

- closed

Job Ref. No KEMSA/CS/2022/001

Scope of Work /Duties /Responsibilities

  • Developing and implementing the customer service strategy for the Authority.
  • Serve as the lead point of contact for customers while building and nurturing trusted, long-lasting relationships
  • Gain a deep understanding of customer needs, and develop strategies that will deliver the most appropriate products and services in time
  • Providing clear, accurate and timely response to customer inquiries and distinct customer services;
  • Ensuring the delivery of consistent services to all KEMSA’s customers;
  • Ensure Processing of orders from both the primary and secondary customer and keeping track of customer orders;
  • Raising customer awareness on KEMSAs products;
  • Client relationship management, complaints resolution and after sales services
  • Supporting and training clients in good ordering practices;
  • Strengthening customer feedback Management;
  • Developing and implementing the customer service strategy for the Authority;
  • Carrying out continuous survey to improve the Authority’s service of offering
  • Developing and maintaining an excellent understanding of the key customers/target audience to ensure that their needs are being met and that their business is retained.
  • Undertaking market research

Qualifications

  • Bachelor’s degree in any of the following Marketing, Commerce, Pharmacy, or other business/ Health related field from a recognized institution
  • Master’s degree in either Business Administration, Marketing, or any other equivalent qualification from a recognized institution
  • Membership to professional body or Association in good standing where applicable
  • Leadership Development Course from a recognized institution;
  • Management Course lasting not less than four (4) weeks from a recognized institution; and
  • Proficiency in use of MS Office applications and ERP platform; and
  • Shown merit and ability as reflected in work performance and results;
  • Proficiency in computer applications; and
  • Fulfil the requirements of Chapter Six (6) of the Constitution.

Experience

  • A minimum period of twelve (12) years relevant work experience and at least five (5) years in a management position overseeing customer services activities in the Public Service or Private Sector;

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