Monday, December 22, 2014

Customer Service Manager Jobs in Tanzania



Purpose

Responsible for designing and implementing improved processes or
Operational policies.
Recommends changes to service delivering to suit the customer needs.as per
AAR's obligations to them with adherence to company rules and regulations
under minimum super
vision .'
The Successful candidate will be based in Oar Es Salaam and will report to
General Manager

KEY RESULT AREAS:
Report useful information on usage and membership to scheme administrators
Retain 90% of current members upon renewal ,
Ensure accurate and updated information captured in the system
Build efficient, effective and skilled customer service team

DUTIES Include:
Develop policies and procedures to promote establishment and maintenance of
meaningful communications between patients, families and staff; facilitate
dialogue between patients, doctors, nurses, administrative and marketing
staff to resolve patient complaints and problems. '
Respond to patients I client's needs, requests and concerns as appropriate;
investigate and channel complaints or problems to appropriate managers,
assist in resolving conflicts and act as an intermediary between patients I
clients, families and staff.
Recommend policies and operating procedures as needed to ensure positive
patient and Health System relations and investigate patient needs and
devise methods to improve the overall effectiveness between patients and
AAR.
Collect data and information about patient care concerns, needs and
problems and implement appropriate corrective actions and Contribute to
fiscal planning and make budgetary recommendations. .
Prepare reports and analyses setting forth progress adverse trends and
appropriate recommendations or conclusions and developing feedback or
complaints procedures for customer's usage
Participate in the professional and appropriate recruitment of all customer
service staff in line with the agreed budgeted levels.
Manage the appraisal process for all customer service staff under your
control, ensuring personal development reviews and objective setting is
carried out to meet personal and business goals.
KEY PERFORMANCE MEASURES:
Implementation of regular surveys to gauge member sentiment toward AAR and
AAR Services .
Educate members on products, services and entitlements
Make thoroughly analysis on Mystery shopper survey and prepare an action
plan to resolve issues pointed in the report
OTHER COMPETENCIES:
Strong communication skills, written, oral and presentation , track record
of innovation, creativity and sustainability and strong commitment to
customer focus, quality service and sales
Must be proactive and resourceful in problem solving and loss avoidance
Ability to exercise sound judgment and make decisions based on the best
interest of AAR

QUALIFICATION AND EXPERIENCES
The successful candidate will possess the following minimum qualifications:
Degree in Business administration, Marketing, entrepreneurship or any
related field
Experience of at least 2 year experience in Customer Service delivery in
private and public set up.
Master's in Business or marketing will be added advantage
. '
APPLICATION INSTRUCTIONS:



ALL Applicants are requested to enclose application letter and a detailed
CV together with copies of relevant academic certificates, other credential
which support your applications and send to the:
Human Resources and Employees Relations Manager
AAR Healthcare (Tanzania) Ltd
Plot No.1, All Hassan Mwinyi Road/Chato Street I Regent Estate
P.O: Box 9600
Dar es Salaam

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