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Job Title:  Customer Service Representative (Fresher Jobs)

Organisation: Lancet Laboratories Uganda

Duty Station:  Kampala, Uganda

About US:

Lancet Laboratories Uganda limited is the leading provider of private diagnostic pathology services in Uganda. Incorporated and registered in Uganda since April 2009 and part of Lancet group of Laboratories in East Africa under Pathologist Lancet Kenya (PLK) based in Nairobi, Kenya and a member of Cerba Lancet Africa group of Laboratories in Africa with headquarters in South Africa.

Key Duties and Responsibilities:

Customer service

• Receive, follow up and resolve client queries and complaints raised in person, on email or via phone and always ensures customer satisfaction.
• Comply with Quality Assurance by meeting statistical requirements and complying with quality standards by maintaining confidentiality and patients’ personal data and other information to protect the privacy of patients and integrity of the organization, ensuring the organizations’ customer service objectives.
• Conduct TMR (tracking monitoring and reporting) to update clients and sample sent.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Escalate any customer queries that they are unable to resolve.
• Review requests that come in from the info email address and WhatsApp platform and re-direct those that need to be handled by another department.
• Collaborate with internal teams (management) to address customers’ needs.
• Identify and escalate priority issues/queries to ensure that supervisors are aware of highly dissatisfied customers.
• Transferring calls to various departments dependent on the kind of assistance the caller requires.
• Taking departmental meeting minutes from time to time whenever tasked by the line manager.
• Monitors and manages phone check list to ensure all urgent results have been phoned through.

Tele-sales

• Prospecting for business through calls or emails handed over from the BDT that require follow-up.
• Provides pricing quotes to both internal and external customers in a timely and efficient manner to ensure that they receive correct and adequate information.
• Resolving operational issues such as lack of communication to ensure mutual understanding and implementation of changes for improvement of service delivery to internal and external clients
• Assist with on-boarding doctors onto the path portal and make follow up on all information required.
• Update list of telephone numbers for all clients.
• Any other job as assigned by manager.

Qualifications, Skills and Experience:

• Minimum holder of Degree in Marketing, Business Development or equivalent
• Relevant experience customer Care Services
• Ability to operate key social media platforms, including X (formerly Twitter), Facebook, Instagram is an added advantage.
• Minimum of 1 to 2 Years Relevant Working Experience in Similar Role
• Competencies required for the Job
• Analytical processes and services
• Attention to detail
• Business numeracy
• Excellent communication skills
• Confidentiality\Sensitivity
• Flexibility
• Interpersonal skills
• Self-management
• Basic Accounting skills

How to Apply:

Interested applicants should submit their Application, CV, certified ID copy, qualifications.

To: Human Resource Manager, Lancet Laboratories Uganda Limited, P.O. Box 36335, Kampala. Or Hand deliver Lancet Head Quarters, North Park Plaza, Bweyogerere, Opposite Uganda National Bureau of Standard (UNBS). Or Email: hr@lancet.co.ug

NB: Short listed candidates will be required to undergo background checks and assessments.

Deadline: 22nd January 2025

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