Customer Support Officer

About International Clinical Laboratories (ICL)

International Clinical Laboratories (ICL) is one of the largest independent clinical diagnostic centers on the African continent. Since opening its doors in 2004, ICL has been dedicated to "contributing to the maintenance and enhancement of the quality of life throughout Ethiopia" by maintaining a comprehensive system of human and physical resources designed to meet the changing healthcare needs of the population it serves.

ICL is the only laboratory accredited by the USA-based Joint Commission International (JCI) five times consecutively. The laboratory provides more than 3,000 tests in collaboration with its referral laboratories.

Position Details

• Department: Client Relations Department
• Reports to: Customer Support Supervisor
• Location: Addis Ababa
• Employment Status: Permanent
• Number of Positions: 1
• Salary: As per company scale

Key Responsibilities

• Answer customer inquiries and questions received via phone, email, or other communication channels, either directly or by consulting with appropriate personnel
• Input customer email addresses into the system (Polytech) when customers request results be sent by email
• Maintain a safe and clean working area by complying with organizational procedures, rules, and regulations
• Maintain team stability by documenting and communicating actions, irregularities, and continuing needs
• Read, follow, and apply the organization's Standard Operating Procedures (SOP)
• Receive and forward customer complaints or suggestions received via telephone, email, or other communication channels to the appropriate responsible bodies (compliance officer)
• Receive and process sample pick-up queries from clients

Requirements

Qualified and competent applicants are encouraged to apply.