Client Relations Assistant – Complaint Handling at Mission for Essential Drugs and Supplies (MEDS)

The position will report to the Client Relations Supervisor and will be responsible for efficiently handling customer complaints, thus enhancing satisfaction

Key responsibilities:

• Receive, acknowledge, and document client concerns in the system to facilitate accurate tracking and resolution
• Respond to client inquiries about the status and progress of their complaints to keep them informed and satisfied
• Collaborate with sections such as Inventory Control and Quality Assurance to resolve complaints, assigning issues based on severity
• Direct clients to appropriate service points to enhance their satisfaction and address their needs effectively
• Sign return notes promptly to facilitate the crediting process for returns
• Share feedback with clients upon complaint resolution, including providing credit notes if applicable
• Document each complaint in detail, including logging, tracking the resolution process, and compiling reports for management review

Job requirements:

• Diploma in Pharmacy or Nursing or Clinical Medicine or Medical Laboratory or Public Health, or any health-related field.
• At least one year of experience relevant experience
• Technical competencies; Proficiency in any ERP system; knowledge of Microsoft packages; knowledge of pharmaceutical and medical supplies; communication, problem solving and analytical skills
• Behavioural attributes: high level of integrity, interpersonal relations, self-driven and keen to details