Director, Customer Service at Kenya Medical Supplies Authority (KEMSA)

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;