Customer Care Officer

Job Competencies (Knowledge, Skills, Experience, and Attributes)

Academic Qualifications

• Diploma in Business Administration / Secretarial / Customer Care / Front Office Operations or any other related field from a recognized institution.
  

Work Experience

• Minimum of 2 years’ experience as a customer care officer or similar position in the communications field.
  

Functional Skills and Behavioral Competencies

• Multi-tasking and time-management skills in a fast-paced environment.
  
• Ability to learn and implement new operating procedures, understand abstract ideas, problemsolve, and improvise solutions.
  
• Good understanding of escalation triggers at work situations.
  
• Ability to work under minimal supervision, self-driven.
  
• Track record of integrity and meeting ambitious targets.
  
• Intermediate proficiency in MS Office tools (Excel, Word, PowerPoint).
  
• Excellent communication and interpersonal skills, with the ability to build relationships and influence others, and to be a joy to work with.
  
• Self-motivated, strong work ethic, able to work under minimal supervision.
  
• Passion for God and for the wellbeing of mankind while driving positive social impact and transformational change in the community.
  
• Exemplifies integrity and honesty.
  

• Interact with patients on behalf of CTC, building rapport and fostering a positive reputation.
  
• Address customer inquiries and concerns promptly, professionally, and courteously through various channels (phone, email, social media, etc.).
  
• Resolve customer issues effectively, ensuring a high level of satisfaction.
  
• Update and manage patient information within the CTC’s electronic health record system.
  
• Assist patients in scheduling appointments for consultations, evaluations, treatments, and followup.
  
• Provide patients with brochures and marketing materials about Tenwek Hospital's services.
  
• Proactively reach out to patients and the community to communicate about existing and new services offered by CTC.
  
• Understand and communicate changes in hospital service offerings to ensure patients are wellinformed.
  
• Ensure accurate billing information is obtained and direct patients to the appropriate departments.
  
• Track call-related data for reporting and auditing purposes.
  
• Compile weekly reports on customer service issues, training needs, and overall satisfaction.
  
• Maintain a clean and organized workspace.
  
• Uphold all CTC policies and procedures, maintaining patient confidentiality.
  
• Escalate complex issues or challenges to the supervisor appropriately.
  
• Collaborate effectively with other departments to ensure seamless patient care.
  
• Remain up to date on hospital services and procedures.
  
• Perform other duties as assigned from time to time.