About CoRSU:
CoRSU was established in 2006 as a private non profit, non government organization in Uganda after extensive consultation with various stake holders. It is a Ugandan initiative which was encouraged and supported by CBM with the main aim of expanding and improving the rehabilitation services for children and people with disability.
The primary focus is on children with physical impairment for whom CoRSU provides orthopaedic and plastic/reconstructive surgical interventions and rehabilitation services. CoRSU provides free surgery for CWDs below 17 years of age; parents/guardians are expected to contribute towards hospital stay (accommodation and food).
Job Summary: The Customer Service Officer will ensure that patients and visitors to CoRSU are well received and given the attention they require; and that all communication and documents passing through the front office are appropriately handled. The incumbent will also provide and promote a professional, high quality, front line customer focused telephone service to all callers. The job holder will be responsible for dealing with all customer enquiries in relation to the hospital services, focusing primarily on patient care and management. He/she shall deliver a service to meet the individual needs of all customers and wherever possible resolving enquiries at first point of contact.
Key Duties and Responsibilities:
Manage the receiving of incoming mail, and their delivery to the appropriate CoRSU offices or units
Make arrangements for the safe custody and proper usage of all front desk equipment; keep a safe and healthy environment in the reception area.
Ensure that systems are in place for the appropriate reception and care of patients and visitors beyond the Front Desk.
The incumbent will take responsibility for being the first point of contact for all callers to the Customer Service Centre and ensure that a high quality of service is delivered at all times.
Ensure that all calls to the Customer Service Centre are dealt with promptly, in line with agreed standards and targets.
To have full knowledge and ability to help process customer enquiries and accurately maintain all records in a timely critical environment including translation services to help meet the individual needs of CoRSU customers.
Responsible for establishing, developing and maintaining effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the “patient first” performance standards and the business objective.
Identify customer needs, and utilize appropriate questioning and listening skills to identify and offer appropriate solutions and ensure that customers are advised of alternative communication methods including voicemail, SMS and email facilities.
Expeditiously follow approved procedures when transferring a call to another member of staff or for specialist advice.
Carry out all administrative tasks and any necessary follow-up work relating to Customer Service.
Develop commitment to equal opportunities and to promote non discriminatory practices in all aspects of work undertaken.
Works in liaison with colleagues in other departments and other partner agencies as appropriate to resolve enquiries.
Maintain front desk records, prepare and submit periodical reports on the activities of the Front Desk
Perform any other duties that may reasonably be commensurate with the level of this post.
Key Performance Indicators:
Patients and Visitors well attended to
Incoming documents and mails appropriately handled
Safe custody and proper usage of front desk equipment ensured
Front desk records maintained, reports prepared and submitted
Customer needs identified and appropriate solutions offered
Qualifications, Skills and Experience:
The ideal candidate should possess a good Bachelor’s Degree in Social Sciences or Social Administration Public Relations, or Development Studies
A minimum of three or more years’ experience in public relations or customer care
Possession of a Certificate in Customer Care
Possess excellent Computer Skills
position
Excellent communication interpersonal and organising skills
Good language abilities in English and Luganda good communication skills
Flexible, reliable and able to work under pressure
Caring attitude
Confidentiality
Supervision skills
Empathy; a friendly and helpful way of handling issues
How to Apply:
All suitably qualified and interested candidates are strongly encouraged to send their application letters with detailed CVs, motivation letters and copies of professional / academic certificates to hr@corsu.or.ug or hand deliver to the Head of Human resources, CoRSU Hospital, P.O. Box 46, Kisubi, Uganda.
Deadline: 20th February, 2015