Aga Khan Hospital, Kisumu

Career Opportunity: Customer Service Manager

The Aga Khan Hospital, Kisumu is an institution of the Aga Khan Health Service, Kenya, which is an Agency of the Aga Khan Development Network.

The Hospital is part of a network of health facilities, which includes Hospitals and Outreach Health Facilities across East Africa.

The Aga Khan Hospital, Kisumu is in an exciting growth phase and has attained acknowledgment of its quality by achieving ISO 9001:2015 certification, ISO 15189:2012 accreditation for laboratory services, SafeCare level 5 accreditation and is at advanced stage of attaining Joint Commission International Accreditation.

The Aga Khan Hospital, Kisumu has Outreach Health Services at Kisii, Kakamega, Kitale, Bungoma, Kericho, Kibuye-Kisumu, West End- Kisumu, Busia, Homa - Bay, Migori, Bomet, Eldoret and Kimilili.

The Hospital is seeking to attract interested and qualified applicants to fill the position listed below.

Customer Service Manager

Vacancy No: AKHK/Q/CSM/06/23

Overall Responsibility

Reporting to the CEO, the successful candidate will be responsible for delivery and sustainability of excellent customer service experience and promote the culture of service excellence across the main Hospital and Outreach Health Centers.

Other Responsibilities

Strategy and leadership

• Review, formulate and implement policies, strategies and plans to institutionalize the culture of service excellence.

Achievement of customer experience

• Carryout across the board customer service assessments, review, recommend and implement the agreeable intervention measures.


• Be the focal point for effective review and implementation of AKHK customer service charter.


• Play the role of the customers advocate to ensure they receive quality service from all functions of the hospital.


• Provide oversight to multidisciplinary teams to ensure achievement of customer experience.


• Implement the Customer Events Calendar for the year and recognized world and national events.


• Provide oversight to the successful implementation of customer satisfaction surveys.


• Direct, monitor and implement Customer Service Performance indicators-TAT and manage accurate daily, weekly and monthly quantitative reports to guide decision making.


• Effectively manage customer/client feedback with appropriate tools and approaches such as Customer Engagement forums,


• Provide oversight to customer initiatives across different customer segments.


• Lead Patient Centered Care Program.

People and Teamwork

• Oversee effective stakeholders’ managements to achieve excellent customer service.


• Utilize teamwork and synergies to attain the required customer service experience.


• Guided capacity building programs on service excellence model.

Customer Feedback Management

• Ensure effective management of customer complaints both internal and external.


• Set up institutional structures to motor, track and ensure customers concerns and resolved promptly.

Reporting & Control

• Responsible for production of timely customer service reports based on key performance indicators.


• Implement effective tracking on customer service improvement plans.


• Supervise Interns /Concierge / Patient Navigators.

Requirements

• Bachelor’s Degree in either of the following disciplines, Business Administration, Marketing, PR/Communication or related studies


• Master’s degree in similar disciplines will be an added advantage.


• Working knowledge of customer service software, databases and tools.


• Awareness of industry’s latest technology trends and applications


• Ability to think strategically and to lead.


• Strong client-facing and communication skills


• Customer service orientation


• Over five (5) years of relevant experience.

Application Instructions:

Interested candidates are requested to email their application letter and detailed curriculum to

www.the.akdn/careers/2087772

on or before 26th June 2023.

“AKHS is concerned about the climate and environmental crises we face and is doing everything possible to reduce our own impact, encouraging others to do the same, and advancing understanding in this field. AKHS has set itself the task of getting as close to net-zero carbon operations as possible by 2030. We expect all staff to contribute to achieving these aims in the context of their roles”.

Please note that Aga Khan Hospital Kisumu does not charge any fee at any stage of the recruitment process (application, interview meeting or medical examination)

"Aga Khan Hospital Kisumu is an equal opportunity employer."