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Job Details
Terms of Reference
Posted: 2025-05-20 08:00:10 Deadline: May 30, 2025 Fulltime Salary: Confidential
Aga Khan Hospital, Kisumu (AKHK), part of the Aga Khan Health Services, Kenya, is a leading health institution in East Africa. The hospital is undergoing significant growth and has received numerous certifications, including ISO 9001:2015, ISO 15189:2022, and Safe Care Level 5 accreditation. It is also advancing towards Joint Commission International Accreditation. AKHK operates a network of Outreach Health Services across various regions, with plans to expand further.
Role Overview
The Customer Service Manager, reporting directly to the CEO, will be responsible for enhancing and sustaining a high standard of customer service across the main hospital and its outreach centers. The position aims to instill a culture of service excellence throughout the organization.
Key Responsibilities
Strategy and Leadership
Develop and implement policies and strategies to foster a culture of service excellence.
Assess and recommend actions to improve customer service across the organization.
Serve as the focal point for reviewing and implementing the hospital’s customer service charter.
Act as an advocate for customers to ensure quality service delivery.
Customer Experience and Oversight
Implement the annual Customer Events Calendar and oversee customer satisfaction surveys.
Monitor customer service performance indicators and ensure timely decision-making through accurate reports.
Lead initiatives related to customer feedback management and ensure concerns are addressed effectively.
People and Team Management
Ensure effective stakeholder management and promote teamwork to achieve excellent customer service.
Supervise the Customer Service team, including Interns, Patient Navigators, and Telephone Operators.
Reporting and Control
Produce timely customer service reports based on key performance indicators.
Oversee the tracking and implementation of customer service improvement plans.
Qualifications
A Bachelor's Degree in Nursing, Business Administration, Marketing, PR/Communications, Customer Service, or related fields.
A Master's degree is an added advantage.
At least five years of relevant experience, with a strong understanding of customer service software and tools.
Strong client-facing and communication skills, with a focus on patient experience advocacy.
About the Aga Khan Health Services
The Aga Khan Health Services operates a comprehensive health system across Central and South Asia, as well as East Africa, including over 200 health facilities and nine hospitals. AKHS focuses on providing both primary and curative care while supporting governments in health service delivery in various regions.
This role presents an exciting opportunity to contribute to the continued growth and service excellence at Aga Khan Hospital, Kisumu, and its expanding network.
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