Customer Support Officer

International Clinical Laboratories (ICL) is one of the largest of independent clinical diagnostic centers on the African continent. ICL has opened its door for service in 2004 with the aim of “contributing to the maintenance and enhancement of the quality of life throughout Ethiopia” by encompassing a system of human and physical resources designed to meet the changing healthcare needs of the population it serves.

It is the only laboratory accredited by the USA based Joint Commission International (JCI) five times in a row. The laboratory provides more than 3000 tests in collaboration with its referral laboratories.

ICL would like to fill the following vacant positions under the Client Relation Department by inviting all qualified and competent applicants:

Job Title: Customer Support Officer

Required No: – 1 (one)

Employment Status: Permanent

Report to : Customer Support Supervisor

Location : AA1 (Addis Ababa)

Department : Client Relations Dept

Salary : As per the company scale

RESPONSIBILITIES

• Answering any questions rise from customers when they request by phone, Email, or Telegram directly or by asking the responsible personals.
• If an email address has not been entered on Polytech, but the customer has given an email address saying Send me the result by email enter it on Polytech.
• Maintains a safe and clean working area by complying with procedures, rules, and regulations.
• Maintains stability among work teams by documenting and communicating actions, irregularities, and continuing needs.
• Read follow and apply the SOP of the organization.
• Follow and present customers’ complaints or suggestions received by telephone, email, or telegram transfer to responsible bodies (compliant officer)
• Receive queries of sample pick up from clients and dispatch the orders to motor bikers and drivers for sample pick up.
• Follow and monitor sample pick up from Private clinics and hospitals properly, report if any complaints raised from the clients.
• Provide laboratory reports to the company credit clients through client portal, email, telegram and through all communication means the company is using.
• Developing and maintaining strong relationships with client /customers including managing customer complaints and responding to feedback
• Responding to clients’ inquiries regarding laboratory protocols, specimen collection procedures, and the interruption of laboratory results
• Providing information and support clients/customers regarding laboratory service including new test additions, technology changes and compliance regulations
• Coordinating laboratory testing schedules and results delivery with clients/customers to ensure all requirements are met.
• Other related duties are given by the Director, manager, customer support coordinator,

Salary: – As per the company scale

Qualification and Experience:

• Bachelor’s degree in health-related fields, Health Officers, Nurses, and Medical Laboratory professionals.
• 2 and above years of experience in a similar role

Required Skills:

• Basic Microsoft Office skills (Excel, Word, PowerPoint, and Outlook) skills
• Communication and interpersonal skills.
• Ability to work with diverse cultures.
• Maintain high a level of honesty and integrity.