Purity Edith Email & Phone Number

Nairobi County, Kenya

● Partner with the Customer Service Manager to collectively drive the desired levels of customer serviceand patient experience in alignment with our company's objectives.● Track and ensure timely completion of patient feedback-related tasks for Medical Centers (MCs)assigned to Branch Managers and other relevant personnel, streamlining the Turnaround Time (TAT).● Assign, Categorize, and assign Patient Feedback.● Conduct regular visits to medical centers, shadow teams, interact with patients, and share valuablefeedback from a customer service perspective.● Resolve patient complaints promptly and ensure they are communicated to the respective BranchManagers in a timely manner. Facilitate the use of complaint handling systems (currently in Asana, butwhichever system is used) by Branch Managers and escalate cases as needed for further action,coordinating with relevant departments for satisfactory issue resolution across various platforms suchas Chat na Penda, Facebook, Instagram, etc.● Conduct patient surveys and business reviews in accordance with Penda's requirements, contributingto our continuous improvement efforts.● Keep the Pigia Penda Complaint and Call Log updated and accurate, ensuring seamless communicationand reference.● Regularly connect with the Clinical Coordinator Lead for support and insights from a customer serviceperspective.● Engage with patients on social media platforms including Twitter, Google My Business, and Info Email.Monitor and respond to concerns and complaints from platforms such as Customer Service at PendaEmail and Facebook.● Utilize the Net Promoter Score (NPS) and participate in various Customer Service Satisfaction Surveysto gauge and enhance customer loyalty.

Nairobi, Kenya

Work closely with the Customer service Coordinator to act on patient feedback, resolution and assign Customer service tasks to specific Branch managers for resolution and completion.Handling incoming chats on Chat na Penda with a focus on generating leads to maximize conversion for telemedicine from prospective customers. Assign all paid teleconsultations to medical providers in a sequential manner and make follow ups to ensure all paid patients have been attended to.Ensuring great experience for patients when they call or chat i.e first time resolution and adequate information as much as possible.Respond to any enquiries on Chat na Penda and transfer/escalate medical related chats to a Provider appropriately i.e. laboratory and prescription requestsAdhere to the set out guidelines, SOPs at the Penda. Answer all 3CX incoming calls in a professional manner and ensure that callers’ issues are resolved well, given the right information and within a short time possible.Redirect calls as appropriate and take adequate information all the time.Help the providers coordinate drug delivery as part of the telemedicine to achieve the Pigia Penda goals.

Nairobi, Kenya

Ensuring quality experience for patients when they call i.e first time resolution and adequate information as much as possible. ● Answer all incoming calls in a professional manner and ensure that callers’ issues are resolved well, given the right information and within a short time possible. ● Make exit interview calls to the randomly selected patients who were treated the last 24 hours in all the Medical Centers in order to meet the daily targets. ● Create a phenomenal patient experience to all patients who call our call center for enquiries. ● Redirect calls as appropriate and take adequate information all the time. ● Help the providers perform drug delivery as part of the telemedicine to achieve the call center goals. ● Respond to any enquiries on Chat na Penda and transfer medical related chats to a Provider appropriately● Ensure there is proper documentation in all the required documents, such call forms and EMR.● Be a great teammate and go above and beyond by actually making your teammates love their work. Work well with other colleagues and go above and beyond what is expected from you.

Nairobi, Kenya

Role● Handle complaints and provide appropriate solutions within the companies set timelines.● Compile customer feedback and prepare reports and recommendations for the management team● Verify customers account information through phone call and email confirmation● Resolve customer issue and complaints and escalate where required.● Assist with placement and routing customer of request to relevant department and branchesHandle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutions.Recommend potential product/services to management by collecting customer feedback addressing customer needs.Assist with placement of order, refund/exchange.

Duties:● Provide support in pickup and delivery of product according to customer’s order.● Organize and coordinate accurate & timely deliveries as per customer request/orders.● Respond to customer inquiries and concern from the customer.● Provide outstanding services and ensure customer satisfaction.● Track the status of product deliveries and resolve any issue promptly.● Contact customer to confirm delivery date and address.● Notify customer about any delivery delay in advance.● Ensured proper records of funds received from daily sales.

Duties:● Check the quality of material and condition of equipment.● Able to recognize superior quality product and presentations.● Ensure compliance with all applicable law and regulations. ● Ensure compliance with food hygiene and health and safety standards.

Diploma, Busines Studies, Credit

Diploma, Science Lab, Pass

Activities and Societies: ..

Certificate, Primary Certificate