Job Description
Our client, a leading Health Maintenance Organisation(HMO) in Lagos Nigeria is seeking to hire Head, Client Services.
Job Objectives :
To act as a liaison between a business and its customers and provide clients with reliable and impeccable service. The Head, Client Services works to ensure customers are satisfied, services are effectively rolled out, and members understand how the scheme works and answer questions or resolve customer complaints.
Responsibilities :
Cultivate, establish and maintain business relationships with assigned clients, their members and representatives
Exceptional responsiveness to client requests; troubleshoot problems to ensure member satisfaction
Anticipate / identify key client challenges and proffer solutions where necessary
Update and keep accurate client details and directory
Frequently monitor client satisfaction with services provided
Maintain regular interaction with assigned clients, through scheduled meetings or via telephone or written communication
Liaise with different departments about client queries
Ensure a seamless end to end’ service for clients across all interfaces with the Company
Develop effective communication platforms for clients
Demonstrate expert knowledge of the Company’s products and services
Create and implement innovative and engaging routines, programs, campaigns, workshops, interactions and content (digital, print and otherwise) to promote clients’ awareness and adoption of client loyalty and preventive health measures
Ensure periodic review meetings with client contacts are carried out; prepare the necessary reports for and share with management.
Prepare and provide weekly schedule of planned activities
Conduct customer service workshops such as How the Scheme Works , IT systems training (where relevant) and other relevant presentations
Ensure accurate client correspondence records
Ensure repeat-business / scheme renewals by clients
Develop and foster growth within existing clients
Any other assignment as required by Management
Competencies :
A degree in Medicine / Life Sciences / or related field
At least seven (7) years cognate experience
Highly proficiency in Microsoft Office Suite programs, especially Excel and Word
Conflict Resolution
Supervision Management
Customer Service Skills
Project Management
Requirements
Competencies : A degree in Medicine / Life Sciences / or related field At least seven (7) years cognate experience Highly proficiency in Microsoft Office Suite programs, especially Excel and Word Conflict Resolution Supervision Management Customer Service Skills Project Management
