Customer Experience Officer I (Dispatch Centre) - 3 Posts at The Social Health Authority (SHA)

The Social Health Authority (SHA) is a State Corporation established under the Social Health Insurance Act, 2023 and mandated to provide financial risk protection for Kenyan residents by facilitating equitable access to quality healthcare. SHA is responsible for administering the Social Health Insurance Fund, Primary Healthcare Fund, and Emergency, Chronic, ...

 

Customer Experience Officer I (Dispatch Centre) - 3 Posts

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience3 years
  • LocationNairobi
  • Job FieldCustomer Care 

Qualifications, Skills and Experience Required:

For appointment to the grade of Customer Experience Officer I (SHA Grade 7), an officer must meet the following minimum qualifications:

  • A cumulative service period of three (3) years in the grade of Customer Experience Officer II or a comparable position. (This is generally defined as a Promotional Grade for Officer I positions).
  • A Bachelor’s degree in any of the following disciplines: Public Communication, Public Relations, Mass Communication, Marketing, or any business-related field or its equivalent qualification from a recognized institution.
  • Proficiency in computer application skills. 
  • Shown merit and ability as reflected in work performance and results

Responsibilities:

  • Customer Experience Officer I (Dispatch Centre) at SHA is responsible for the supervision and management of escalated customer queries and complaints within the National Ambulance Dispatch Centre. The core function involves maintaining high-quality service standards and compiling performance reports, supporting the efficient operation of the centralized dispatch system mandated to guarantee timely access to emergency medical services.

Key Responsibilities

The duties and responsibilities at this level will entail performing and assisting in the following:

  • Responding to customer queries and complaints received through various channels, including telephone, e-mail, social media platforms, or letters.
  • Updating the complaints register daily to accurately reflect the nature of the complaint and the resolution provided.
  • Informing clients by explaining procedures, answering questions, and providing necessary information, especially concerning emergency protocols or service eligibility.
  • Identifying and escalating priority issues to the Senior Officer-Customer Experience.
  • Maintaining and improving quality results by adhering to established standards and guidelines and recommending improvements in procedures.
  • Participating in the development of tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms for meeting and surpassing these needs.
  • Keying in new customer information into the system and updating existing customer information.
  • Compiling Customer Experience reports.
  • Keeping accurate records.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to The Social Health Authority (SHA) on recruitment.sha.go.ke to apply

Comments

Post a Comment

Popular posts from this blog

Customer Support Representative at BasiGo

BasiGo is an e-mobility start-up looking to revolutionize the public transportation sector by providing public transport bus owners with a cost-effective electric alternative to diesel. Headquartered in Nairobi, Kenya, our team is strategically composed of seasoned entrepreneurs who have spent over a decade working and innovating within electric vehicle t...   Customer Support Representative Job Type Full Time Qualification BA/BSc/HND , Diploma Experience Location Nairobi Job Field Customer Care  About the role:  We are looking for Customer Support Representatives (CSR) to assist our customers with technical problems when using our products and services. You will be the primary point of contact for our customers and coordinate with all BasiGo departments to ensure that issues are resolved within SLA and customers are communicated promptly.  To be successful in this role, you should be an excellent communicator who easily gains client trust. You should ...
Read more

Operations Associate at Kopo Kopo Inc

Kopo Kopo was launched in 2012 where we partnered with Safaricom to bring Lipa na M-Pesa Buy Goods service to small and medium businesses throughout Kenya and, today, we serve thousands of businesses from salons to restaurants to office supply stores, to schools. We have since partnered with other aggregator and mobile money partners with the ultimate goal of helping businesses leverage mobile payments. We are grateful for our unusual journey and look forward to helping our merchants in growing and prosper in the years ahead.   Operations Associate Job Type Full Time Qualification BA/BSc/HND Experience Location Nairobi Job Field Customer Care  Salary Range KSh 50,000 - KSh 100,000/month The Job:   The role will combine aspects of customer service and operations duties. Ultimately, you will be responsible for quickly solving problems for businesses that rely on Kopo Kopo’s technology. You will ensure that Kopo Kopo’s information systems are kept up to date, and will engage...
Read more

Stores Clerk at Stratostaff

At Stratostaff we design, implement and manage workforce solutions for large, specialized or routine staff complements giving you the opportunity to focus on your core business.   Stores Clerk Job Type Full Time Qualification Diploma Experience 2 years Location Nairobi Job Field Procurement / Store-keeping / Supply Chain  ROLE PURPOSE   The ideal candidate will bring strong technical knowledge of spare parts, a solid understanding of inventory systems, and the ability to manage multiple stores efficiently. They will manage inventory across all store locations, including receiving and verifying deliveries, organizing and labeling stock, and issuing parts to mechanics and service teams. The role includes conducting regular stock checks, reconciling variances, liaising with suppliers and procurement on replenishment, maintaining accurate ERP records, and preparing inventory reports. The Stores Clerk will also help improve processes to strengthen stock control and operat...
Read more