Client Relations Assistant – Complaint Handling at Mission for Essential Drugs and Supplies (MEDS)

Position Overview

The Client Relations Assistant will report to the Client Relations Supervisor and be responsible for efficiently handling customer complaints while enhancing client satisfaction and retention.

Key Responsibilities

• Receive, acknowledge, and document client concerns in the system to facilitate accurate tracking and resolution
• Respond to client inquiries about the status and progress of their complaints to keep them informed and satisfied
• Collaborate with departments such as Inventory Control and Quality Assurance to resolve complaints, assigning issues based on severity
• Direct clients to appropriate service points to enhance their satisfaction and address their needs effectively
• Sign return notes promptly to facilitate the crediting process for returns
• Share feedback with clients upon complaint resolution, including providing credit notes if applicable
• Document each complaint in detail, including logging, tracking the resolution process, and compiling reports for management review

Required Qualifications

• Diploma in Pharmacy, Nursing, Clinical Medicine, Medical Laboratory, Public Health, or any health-related field
• At least one year of relevant experience

Technical Competencies

• Proficiency in ERP systems
• Knowledge of Microsoft Office packages
• Knowledge of pharmaceutical and medical supplies
• Strong communication skills
• Problem-solving abilities
• Analytical skills

Behavioral Attributes

• High level of integrity
• Strong interpersonal relations
• Self-driven and motivated
• Keen attention to detail