Client Relations Officer at Pathologists Lancet Laboratories

Decisions and Judgments

The post holder works within a highly regulated environment which is characterised by clear work instructions and standard operating procedures.

Qualifications

• Bachelor of Science Degree
• Experience working in a Laboratory setting
• Has at least 1-2 years Customer Experience
• Strong working knowledge of office suites in computer applications

Summary of Key Responsibilities

DOCTORS’ HOSPITALS LIAISON

• Liaise with doctors and Facilities to assist with queries, complaints and following up on patients results with relevant departments to ensure that doctor receives results.
• Liaise with clients regarding test information, customer complaints and compliments to ensure that customers receive correct and adequate information and where necessary to ensure customer satisfaction.
• Liaise with Lancet staff to respond to client queries.
• Logging tasks for doctors’ orders where applicable (consumables, request forms etc.).
• Route and redirect calls to appropriate resources to ensure that customers are assisted promptly by relevant parties.
• Assist with collecting of samples from clients and doctors’ rooms and delivery of results where necessary.

MARKETING INTELLIGENCE

• Review clients trend analysis (to avert any loss of business due to internal mitigatable occurrences)
• Gathering and Dissemination of competitors information. (Business strategy, top clients branding materials offers and incentives to their clients)
• Identify and escalate priority issues on the competitors market share. (New setups, mushrooming labs etc.)

SELLING AND PROMOTING LANCET BRAND

• Marketing and selling Lancet services to existing and prospective customers to grow revenue.
• Represents Lancet in public relations events such as conferences, CME days to promote services of the organization.
• Constantly selling lancet services to new and existing client to maintain loyalty and client sat faction (doctors, administrators, directors, hospital managers, lab managers)
• Compile and submit reports to the Marketing Manager and/or as directed by Management.

Ability and/or Skills

• Excellent written and verbal communication skills
• Active listening
• Client-focus
• Active listening
• Prioritization and on-time execution of tasks
• Process improvement
• Problem-solving and solution orientation
• Strong interpersonal skills (people, social, emotional intelligence)
• Proactivity
• Team player who can self-motivate
• Performs well under pressure; thrives in fast-pace environment
• Growth mindset