CUSTOMER CARE MANAGER THE AGA KHAN HEALTH SERVICE

The Aga Khan Hospital Dar Es Salaam is an agency of the Aga Khan  Development Network which is committed to providing quality health care to its patients and promoting Medical Educations

CUSTOMER CARE MANAGER

Will use his/her skills and experience to ensure the hospital delivers the highest standards of customer services to patient and their families s/he WILL  be responsible to implement the customer care policy and implement high level of the customer service across the institutions , manager the front desk, patient and external relations related to customer services.  S/HE will be responsible for monitoring and evaluating the patient satisfactions, established and monitor standards for customer services using a recognized benchmark such as the international customer service standards.  The manager will encourage the all employees to display the highest standard of the services at all times and identify the tasks that are critical to maintain customer satisfactions levels and communicate with employees to raise awareness of their individuals role in delivering satisfactions

KEYS AND RESPONSIBILITIES

·         review, validate and update the hospital customer care policy

·         define the set of audit customer service standards across the hospital

·         model high level focused and services behaviors and able to coach to develop excellent customer care

·         supports employees involvement in decision making  and problems solving skills facilitates dialogues between patients, physician, nurses and administrative managers to resolve the patient complaints and problems

·         encourage the positive can do attitude within a team

·         ensure all employees within the hospital attend the competence their annual mandatory customer care training

·         acts local liaison for both patients families and the hospitals departments

·         respond the customer request and questions regarding service products and accountant information’s analyze rectifies customer concerns using the established procedures

QUALIFICATIONS AND EXPERIENCE

·         BSC Customer care /hospitality having a masters degree in hospitality/ customer care services/MBA will be added value

·         Management/coordination skills and the ability to mulct task at various effort levels leadership and the presentations skills

·         Have 7 years experience customer care in reorganizations institutions

·         Office and customer care management experience with proven ability to manage team

·         Effective people management negotiation and motivations skills

·         Be a role model for excellent customer care service

PERSONEL CHARACTERISTICS

-          High integrity

-          Clinical credibility

-          Communications skills

-          Interdisclipnary team building skills

-          Ability to negotiate and resolve conflict

-          Ability to build consequence, take decision

-          Strategic thinking and leadership skills

HOW TO APPLY

Interested candidates must submit applications include CV and other relevant documents by January 12th2017 TO red.machage@akhst.org. Applications may be dropped off at the Human resource department

Source daily News January 5, 2017