Service Delivery Officer (Pharm Tech)
SiSa Consults
Lagos, Nigeria
6d ago
source : Fuzu

The Service Delivery Officer is responsible for making sure that services are being seamlessly delivered to customers

The Service Delivery Officer plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands

They are in charge of a variety of tasks, such as leading cross-functional initiatives, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets

The Service Delivery Officer is expected to identify customer issues and needs by maintaining an excellent relationship with customers.

Provide first response client service (walk-in or via telephone), register customers, and provide information on products & services

Monitoring and managing VIP support functions to ensure optimal service

Establish and maintain strong relationships with internal and external stakeholders

Maintaining positive relationships with customers by identifying customer needs and overseeing service delivery within the company context

Identify and clarify client issues and where appropriate engage with either internal or external stakeholders with the expressed aim of providing issue resolution within agreed timeframes

Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessary

Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

Create a system to manage the processing of service requests and incidents

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

Providing accurate and regular reports to the management on the performance of the service delivery

Build partnerships and liaise with the team to determine the company’s services, delivery criteria, and solutions for issues that may arise

Ensure reporting by preparing, updating, and sharing a report with the Business Manager on actual and anticipated client problems, appropriate solutions, actions taken, levels of satisfaction, and performance improvements

Assist in selling products to customers

Use technology to help maintain accurate patient records, medication inventory, and orders

Assist in resolving any existing issues & build and maintain a positive relationship with all customers

Requirements :

Bachelor’s degree in Pharmacy Technology or any related discipline

Membership in a related recognized professional body is an advantage

3 years of cognate experience

Experience in Customer Service is required.

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