Customer Experience Manager at NHC Maisha(Ndonyo Healthcare)

About the Role

We invite applications from suitably qualified candidates for the position of Customer Experience Manager. In this role, you will be responsible for developing and implementing comprehensive customer service strategies to ensure positive patient experiences throughout our healthcare organization.

Duties and Responsibilities

• Develop and implement customer service standards and policies to ensure positive patient experience throughout the customer journey
• Serve as the escalation point for patient feedback and enquiries, assisting the receptionist with complex patient situations requiring intervention
• Review and escalate patient feedback to relevant departments and follow through to ensure resolution
• Monitor and track patient feedback trends to identify recurring issues and provide recommendations for areas of improvement
• Produce timely customer service reports based on key performance indicators
• Implement effective tracking of customer service improvement plans
• Act as the customer advocate to ensure quality service delivery across all hospital functions
• Implement the Customer Events Calendar for the year, recognizing world and national events
• Direct, monitor, and implement Customer Service Performance indicators including turnaround time (TAT), and manage accurate daily, weekly, and monthly quantitative reports to guide decision-making
• Effectively manage customer and client feedback using appropriate tools and approaches such as Customer Engagement forums
• Ensure effective management of customer complaints, both internal and external
• Set up institutional structures to monitor, track, and ensure customer concerns are resolved promptly
• Perform any other related duties as assigned by management

Qualifications and Requirements

• Bachelor's Degree in Marketing, Public Relations, Communication, Customer Service, or related discipline
• Working knowledge of customer service software, databases, and tools
• Awareness of industry's latest technology trends and applications
• Ability to think strategically and lead effectively
• Strong client-facing and communication skills
• Customer service orientation