Job Description
A customer care officer is responsible of assisting customers (patients) by providing helpful information, orienting patients, answering questions, and responding to complaints. • Assist with placement of orders, refunds, or exchanges.
• Create and maintain reports about customer interactions.
• Deal directly with customers either by telephone, electronically or face to face
• Direct customers to online resources
• Greet customers warmly and ascertain problem or reason for calling.
• Handle and resolve customer complaints
• Resolve customer complaints via phone, email, mail, or social media.
• Respond promptly to customer inquiries
• Update customer records in the system, including notes about interactions • Use telephones to reach out to patients and verify account information.
• Organize workflow to meet patient timeframes
• Direct requests and unresolved issues to the designated resource
• Manage patient’ accounts
• Keep records of interaction interactions and transactions
• Record details of inquiries, comments and complaints
• Prepare and distribute customer activity reports
• Maintain customer databases
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process
• Perform other related duties as required by his/her supervisor
Minimum Qualifications
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Advanced Diploma in Office Management
0 Year of relevant experience
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Bachelor’s Degree in Communication
0 Year of relevant experience
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Bachelor’s Degree in Public Relations
0 Year of relevant experience
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Bachelor’s Degree in Customer Relations
0 Year of relevant experience
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Advanced Diploma in Hospitality management
0 Year of relevant experience
Competency and Key Technical Skills
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Integrity
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Strong critical thinking skills and excellent problem solving skills.
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Inclusiveness
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Accountability
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Communication
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Teamwork
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Client/citizen focus
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Professionalism
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Commitment to continuous learning
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Knowledge of customer service practices
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Resource management skills
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Time management skills
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Results oriented
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Digital literacy skills
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Fluency in speaking and writing Kinyarwanda, English and/or French. Fluency in all 4 national languages (including Swahili) is an added advantage.
