CUSTOMER SERVICE MANAGER

Purpose

Responsible for designing and implementing improved processes or Operational policies.
Recommends changes to service delivering to suit the customer needs.as per AAR's obligations to them with adherence to company rules and regulations under minimum supervision .'
The Successful candidate will be based in Oar Es Salaam and will report to General Manager

KEY RESULT AREAS:
Report useful information on usage and membership to scheme administrators
Retain 90% of current members upon renewal ,
Ensure accurate and updated information captured in the system
Build efficient, effective and skilled customer service team

DUTIES Include:
Develop policies and procedures to promote establishment and maintenance of meaningful communications between patients, families and staff; facilitate dialogue between patients, doctors, nurses, administrative and marketing staff to resolve patient complaints and problems. '
Respond to patients I client's needs, requests and concerns as appropriate; investigate and channel complaints or problems to appropriate managers, assist in resolving conflicts and act as an intermediary between patients I clients, families and staff.
Recommend policies and operating procedures as needed to ensure positive patient and Health System relations and investigate patient needs and devise methods to improve the overall effectiveness between patients and AAR.
Collect data and information about patient care concerns, needs and problems and implement appropriate corrective actions and Contribute to fiscal planning and make budgetary recommendations. .
Prepare reports and analyses setting forth progress adverse trends and appropriate recommendations or conclusions and developing feedback or complaints procedures for customer's usage
Participate in the professional and appropriate recruitment of all customer service staff in line with the agreed budgeted levels.
Manage the appraisal process for all customer service staff under your control, ensuring personal development reviews and objective setting is carried out to meet personal and business goals.
KEY PERFORMANCE MEASURES:
Implementation of regular surveys to gauge member sentiment toward AAR and AAR Services .
Educate members on products, services and entitlements
Make thoroughly analysis on Mystery shopper survey and prepare an action plan to resolve issues pointed in the report
OTHER COMPETENCIES:
Strong communication skills, written, oral and presentation , track record of innovation, creativity and sustainability and strong commitment to customer focus, quality service and sales
Must be proactive and resourceful in problem solving and loss avoidance
Ability to exercise sound judgment and make decisions based on the best interest of AAR

QUALIFICATION AND EXPERIENCES
The successful candidate will possess the following minimum qualifications:
Degree in Business administration, Marketing, entrepreneurship or any related field
Experience of at least 2 year experience in Customer Service delivery in private and public set up.
Master's in Business or marketing will be added advantage
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APPLICATION INSTRUCTIONS:

ALL Applicants are requested to enclose application letter and a detailed CV together with copies of relevant academic certificates, other credential which support your applications and send to the:
Human Resources and Employees Relations Manager
AAR Healthcare (Tanzania) Ltd
Plot No.1, All Hassan Mwinyi Road/Chato Street I Regent Estate
P.O: Box 9600
Dar es Salaam