Published
Profession
Industry
Seniority
Customer support, client care Jobs in Mid-level
1
jobs
Intersect Consortium
Assistant Service Manager - Admin & Customer Service
Lagos, Nigeria
Get personalised job alerts directly to your inbox!
LifeBank
CLOSEDCustomer Service Agent
Lagos, Nigeria
Closing: May 30, 2024
12 days remainingPublished: May 17, 2024 (2 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
Sign up to view job details.
Qualifications & Experience
- Previous working experience in operations and administration for 6 years
- First Degree in Business Administration / Human Resources or another relevant course. A master’s in Business Administration is favourable
- Hands-on experience in employee administration and succession planning.
- Thorough knowledge of administrative changes
- Excellent organizational and leadership skills
- Excellent communication, interpersonal and presentation skills
- Outstanding analytical and problem-solving abilities
- Professional certification such as ICSAN, CIPMN is highly favourable
Skills & Abilities:
- Excellent organizational, corporate communication and time management skills
- Superior quantitative and qualitative analytical skills
- Problem solver able to keep calm and efficient under pressure and in crisis
- Proven track record in engaging, inspiring and leading teams.
- Successful track record in making independent, strategic decisions.
- Extensive local and sector knowledge.
How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: the provided email address using the Job Title and Job Location as the subject of the mail.
Responsibilities
Qualifications & Experience
- Previous working experience in operations and administration for 6 years
- First Degree in Business Administration / Human Resources or another relevant course. A master’s in Business Administration is favourable
- Hands-on experience in employee administration and succession planning.
- Thorough knowledge of administrative changes
- Excellent organizational and leadership skills
- Excellent communication, interpersonal and presentation skills
- Outstanding analytical and problem-solving abilities
- Professional certification such as ICSAN, CIPMN is highly favourable
Skills & Abilities:
- Excellent organizational, corporate communication and time management skills
- Superior quantitative and qualitative analytical skills
- Problem solver able to keep calm and efficient under pressure and in crisis
- Proven track record in engaging, inspiring and leading teams.
- Successful track record in making independent, strategic decisions.
- Extensive local and sector knowledge.
How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: the provided email address using the Job Title and Job Location as the subject of the mail.
- The ASM Admin & Customer Service is responsible for developing and maintaining the customer service activities of the organisations in the Consortium.
- S/he is expected to provideleadership, direction and supervision to the entire Admin / Customer support department.
Duties
- Receive customer requests, calls, emails etc. at the head office and at the same time provide supervision for the centres.
- Ensure prospects and clients are treated with respect, consideration and sensitivity.
- Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
- Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
- Drive inquiry conversion rate across centres.
- Work with HR to ensure Admin Leads have monthly in-house Customer Service Training.
- Use and ensure Admin Leads also use the CRM to document and maintain accurate customer service/inquiry records.
- Verify and ensure all centres have inpatients and outpatients appointments logged on Setmore.
- Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback.
- Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
- Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations either via survey forms, telephone or in-person.
- Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
- Supervise to ensure best practice procedures are employed in the execution of customer service, documentation and internal processes to assure a safe workplace and living environment for employees, patients, and visitors.
- Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
- Make environmental rounds to assess head office facility needs and periodically visit centres within the catchment areas (Abuja) to gain the first experience of service delivery and daily activities.
- Serve as the secretariat for the Monthly Management Meeting.
- Ensure a meeting with all Admin Leads is held at least once monthly. Meetings should be minuted and action points achieved within the time frame.
- Support administrative needs of the C.E.O. including but not limited to scheduling and preparing for meetings and calendar management.
- Ensure proper filling and documentation; receive, dispatch and disseminate official correspondence to relevant officers.
- Be part of the team responsible for the recruitment, training, induction and coaching of staff in the Admin Department.
- Identify Staffing needs, complaints and performance issues and relate them to the HR team.
- Coordinate and approve time off and scheduling; leave management for direct reports.
Applications submitted via Fuzu have 32% higher chance of getting shortlisted.