Vacancy
POSITION: Business Development and Client Relations Manager
Company Name: Lancet Laboratories Rwanda
Location: Kigali-Rwanda
Duty Station: Kigali, Remera-Kisimenti, Umuyenzi Plaza, 1st floor
Job Type: Full-Time
Reporting to: General Manager
Organization Background: Lancet Laboratories Rwanda is the leading provider of private diagnostic pathology services in Rwanda. Incorporated and registered in Rwanda since December 2015, it forms part of Lancet group of Laboratories operating in 13 countries of Africa.Lancet Laboratories are multi-super specialty Laboratories that redefine the standards of excellence in healthcare services and bring together the best of infrastructure, technology, training, education, and medical Laboratory intelligence. Our unmatched quality standards along with cutting edge technology and medical laboratory intelligence enable us to provide personalized tests and services.
Lancet Laboratories Rwanda, Umuyenzi Plaza Laboratory – Headquarters, is ISO 15189 accredited by SANAS since June 2020 confirming that the Laboratory meets the international standards.
Position Summary
To provide high-quality services to internal and external Lancet’s clients by making sure all client’s queries are attended to on a timeous and efficient manner.
To create new avenues of business to the company.
To attend all cashiering, banking, services quoting, and pricing activities.
Key Responsibilities
- Identifying, acquiring, developing, and maintaining customer relationships through client contact.
- Delivering excellent customer service by ensuring that all client queries and complaints are auctioned in a timely manner.
- Processing a high volume of daily phone calls and email from customers so as to handle customer queries ranging from pricing to turn around time as well as results to completion.
- Maintaining up to date knowledge of competitor activity, products, and services through by undertaking client analytics activities such as market research on what edge the competitors have over us.
- Keeping in touch with customers through personal visits, telephone calls, and correspondence therefore ensuring continuous client contact interaction for satisfactory working relationships with clients.
- Setting up meetings with new clients and prospective clients so as to give them a brief on the company and sell the services the company undertakes to the clients.
- Circulating printed material such as brochures and newsletters to the clients every so often to create awareness on new services and existing ones.
- Ensuring updates are done every so often on the website so as to pass information on Lancet to the general public and updating social media platforms such as Facebook and Twitter on a day-to-day basis.
- Together with the customer services team, participate in seminars and exhibitions that allow to showcase the services that Lancet is offering.
- Prepare and send status reports weekly/ monthly on all activities undertaken with regards to business development, customer services as well as client relations.
- Handles all money collection and ensures voided accounts are resolved timeously to ensure customer satisfaction.
- Conduct monthly customer survey to monitor customer satisfaction rate.
- Ensures that stock required in the department is timely issued and well controlled.
- Ensure balancing and banking of all monies received from depots and other cashiers and attends to any discrepancies identified.
- Reports and records incidents such as staff involved in fraud issues of any nature.
- Reconciles and audits paperwork received from depots, scans, and file documentation for referencing.
- Training, coaching, mentoring, teaching, and motivating Admin interns and students in administration techniques, processes, and systems, in accordance to set standards.
- Keeps records safely to facilitate clear and clean audit.
- Attends to all cashiering queries received from the other staff/foreign cashiering and patients to ensure effective response and customer satisfaction.
- Responsible of preparing and delivering quotes to clients.
- Responsible of all pricing issues.
Competencies Required for the Job
Attention To Detail
Communication
Customer orientation
Interpersonal skills
Telephone etiquette
Ethical behavior
Flexibility
Patience
Confidentiality
Ability to work as part of team
Assertiveness
Stress Management
Networking/ liaising skills
Strategic leadership skills
Ability to use own initiatives and work independently
Decision making
Adherence to company dress code
Management skill.
Relevant Job Knowledge
- Business processes and services
- Laboratory information systems
- Laboratory standards operating procedures and processes
- Customer services and Business development knowledge
Education& Qualifications
- Bachelor’s degree from a reputable university in the related field
- Prior experience in Business development, Customer services, and Clients Relations
- Fluent spoken and written English and French
- Ability and willingness to learn on the job
Required Experience
6years of Working Experience in a similar work with at least 3 years of supervisory experience in business development, clients’ relationsor customer services positions in a busy working environment.
How to Apply:
Interested applicants should submit their Application Letter, CV with three recognizable referees, Academic documents, and a copy of national ID in one PDF document, using the “Apply for this job” button below not later than Monday 13th December 2021.
Short-listed candidates will be required to undergo background checks and assessments.
