Customer Service and Marketing Coordinator Job in Kenya at Nairobi Hospital

The Nairobi Hospital, a leading health care institution in Eastern Africa has excellent career opportunities for individuals who possess a passion for service excellence, strong work ethic, are committed to continual improvement and are results oriented.

The successful candidates will be team players with the ability to effectively influence support from and add value to a wide range of professionals.

Customer Service Co-ordinator

Ref: HRD/ CSC/ 10 /11

Reporting to the Marketing and Customer Service Manager, the successful candidate will be responsible for implementing customer service policies, standards and procedures that ensure the best professional, high-level customer service is provided to patients and customers of the Hospital.

Particular Responsibilities Include:

• Planning and executing customer service programs and activities.
• Coordinating with other departments on complaints resolution.
• Participating in training employees to deliver excellent customer service.
• Conducting patient and client visits to seek feedback, monitor changes and identify the need for new services.
• Auditing customer service standards.
• Developing customer service policies and standards for the Hospital.
• Training staff on customer service standards, requirements and expectations of the Hospital.
• Monitoring and measuring customer service levels of the Hospital.
• Benchmarking on and influencing the practice of emerging customer service trends.
• Supervising the performance of the customer service staff
• Preparing and managing customer service budget.

Qualifications, Skills and Experience:

• Business degree.
• A masters degree in public relations will be an added advantage.
• Proven track record in excellent customer service delivery.
• Five (5) years progressive working experience in a dynamic service organisation.
• Membership of relevant professional bodies.
• Excellent communication, presentation, problem solving and influencing skills.

Marketing Co-ordinator

Ref: HRD/ MC/ 10 /11

Reporting to the Marketing and Customer Service Manager, the successful candidate will be responsible for guiding product development and leading all Hospital marketing and branding activities for both the internal and external markets.

Particular Responsibilities Include:

• Participating in developing and implementing marketing and brand strategies.
• Marketing the Hospital and build relationships with corporate customers.
• Determining and managing product development, packaging and distribution channels.
• Monitoring the progress and impact of marketing initiatives.
• Participating in determining the Hospital’s pricing and market segmentation.
• Conducting marketing audits and monitoring product and service sales.
• Preparing and managing marketing budgets.
• Coordinating internal communication, marketing and training staff on new services and products.
• Coordinating marketing presentations and product launches.
• Handling public relations and image management.
• Supervising performance of the marketing staff.

Qualifications, Skills and Experience:

• Business degree.
• A masters degree in marketing will be an added advantage.
• Proven track record in implementing marketing successful programs.
• Five (5) years progressive working experience in a dynamic service organisation.
• Professional membership with the Marketing Society of Kenya.
• Business savvy.
• Creative and innovative.
• Excellent communication, influencing and presentation skills.

If your background, experience, competence match the above specifications, please send your application and a detailed C.V quoting the reference. Include your current remuneration, testimonials and give full contact details of 3 referees including day time telephone to:

Human Resources Manager
The Nairobi Hospital
P.O. Box 30026
Nairobi - 00100

Or e-mail: hrm@nbihosp.org

To be received not later than Wednesday 16th November 2011.

Only shortlisted candidates will be contacted.