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  • Posted: Aug 1, 2022
    Deadline: Aug 16, 2022
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  • Kenya Medical Supplies Authority (KEMSA) is a state corporation under the Ministry of Health established under the KEMSA Act 2013 whose mandate is: Procure, warehouse and distribute drugs and medical supplies for prescribed public health programs, the national strategic stock reserve, prescribed essential health packages and national referral hospitals ...
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    Director, Customer Service

    Job Ref. No KEMSA/CS/2022/001

    Scope of Work /Duties /Responsibilities

    • Developing and implementing the customer service strategy for the Authority.
    • Serve as the lead point of contact for customers while building and nurturing trusted, long-lasting relationships
    • Gain a deep understanding of customer needs, and develop strategies that will deliver the most appropriate products and services in time
    • Providing clear, accurate and timely response to customer inquiries and distinct customer services;
    • Ensuring the delivery of consistent services to all KEMSA’s customers;
    • Ensure Processing of orders from both the primary and secondary customer and keeping track of customer orders;
    • Raising customer awareness on KEMSAs products;
    • Client relationship management, complaints resolution and after sales services
    • Supporting and training clients in good ordering practices;
    • Strengthening customer feedback Management;
    • Developing and implementing the customer service strategy for the Authority;
    • Carrying out continuous survey to improve the Authority’s service of offering
    • Developing and maintaining an excellent understanding of the key customers/target audience to ensure that their needs are being met and that their business is retained.
    • Undertaking market research

    Qualifications

    • Bachelor’s degree in any of the following Marketing, Commerce, Pharmacy, or other business/ Health related field from a recognized institution
    • Master’s degree in either Business Administration, Marketing, or any other equivalent qualification from a recognized institution
    • Membership to professional body or Association in good standing where applicable
    • Leadership Development Course from a recognized institution;
    • Management Course lasting not less than four (4) weeks from a recognized institution; and
    • Proficiency in use of MS Office applications and ERP platform; and
    • Shown merit and ability as reflected in work performance and results;
    • Proficiency in computer applications; and
    • Fulfil the requirements of Chapter Six (6) of the Constitution.

    Experience

    • A minimum period of twelve (12) years relevant work experience and at least five (5) years in a management position overseeing customer services activities in the Public Service or Private Sector;

    Method of Application

    • Interested candidates are required to submit their duly filled application forms (available on https://www.kemsa.co.ke/download/application-form/) in either hard or soft copy formats marked / referenced ‘Job Ref
    • Application for the specific Position should be stated .
    • Hard copy applications to be enclosed in plain sealed envelopes marked / referenced clearly as above.
    • Interested candidates should not indicate their names on the envelope.
    • Please note that successful candidates will be required to submit certified true copies of certificates, testimonials, a detailed CV, and MUST fulfill the requirements of Chapter Six of the Constitution of Kenya 2010 and will be required to attach copies of the requisite documents during interviews.
    • Hard Copy Applications can be submitted physically or sent via postal mail and addressed to:

    Chief Executive Officer
    Kenya Medical Supplies Authority
    Commercial Street Industrial Area
    P. O. Box 47715 – 00100
    NAIROBI, KENYA

    • Soft copy applications can be sent via email to [email protected]
    • Online applications can be submitted via www.careers.kemsa.co.ke All applications should be submitted and received on or before: 17:00hrs on August 16, 2022.
    Interested and qualified? Go to Kenya Medical Supplies Authority (KEMSA) on careers.kemsa.co.ke to apply

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