Assistant Service Manager

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Job Description - Assistant Service Manager

Intersect Consortium is a world-class organization that provides services and products for high-quality mental health, technology and medical equipment sales. Our purpose is to make a timely and long-lasting difference in the lives of individuals and families we support. Our treatment programs have mainly been developed by clinicians working in America, United Kingdom, and Nigeria.

Title: Assistant Service Manager – Admin & Customer Service

Location:  Lagos

Employment Type: Full Time

Job Description 

  • The ASM Admin & Customer Service is responsible for developing and maintaining the customer service activities of the organisations in the Consortium.
  • S/he is expected to provideleadership, direction and supervision to the entire Admin / Customer support department.

Responsibilities

  • Receive customer requests, calls, emails etc. at the head office and at the same time provide supervision for the centres.
  • Ensure prospects and clients are treated with respect, consideration and sensitivity.
  • Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
  • Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
  • Drive inquiry conversion rate across centres.
  • Work with HR to ensure Admin Leads have monthly in-house Customer Service Training.
  • Use and ensure Admin Leads also use the CRM to document and maintain accurate customer service/inquiry records.
  • Verify and ensure all centres have inpatients and outpatients appointments logged on Setmore.
  • Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback.
  • Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
  • Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations either via survey forms, telephone or in-person.
  • Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
  • Supervise to ensure best practice procedures are employed in the execution of customer service, documentation and internal processes to assure a safe workplace and living environment for employees, patients, and visitors.
  • Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
  • Make environmental rounds to assess head office facility needs and periodically visit centres within the catchment areas (Abuja) to gain the first experience of service delivery and daily activities.
  • Serve as the secretariat for the Monthly Management Meeting.
  • Ensure a meeting with all Admin Leads is held at least once monthly. Meetings should be minuted and action points achieved within the time frame.
  • Support administrative needs of the C.E.O. including but not limited to scheduling and preparing for meetings and calendar management.
  • Ensure proper filling and documentation; receive, dispatch and disseminate official correspondence to relevant officers.
  • Be part of the team responsible for the recruitment, training, induction and coaching of staff in the Admin Department.
  • Identify Staffing needs, complaints and performance issues and relate them to the HR team.
  • Coordinate and approve time off and scheduling; leave management for direct reports.

Qualifications & Experience

  • Previous working experience in operations and administration for 6 years
  • First Degree in Business Administration / Human Resources or another relevant course. A master’s in Business Administration is favourable
  • Hands-on experience in employee administration and succession planning.
  • Thorough knowledge of administrative changes
  • Excellent organizational and leadership skills
  • Excellent communication, interpersonal and presentation skills
  • Outstanding analytical and problem-solving abilities
  • Professional certification such as ICSAN, CIPMN is highly favourable

Skills & Abilities:

  • Excellent organizational, corporate communication and time management skills
  • Superior quantitative and qualitative analytical skills
  • Problem solver able to keep calm and efficient under pressure and in crisis
  • Proven track record in engaging, inspiring and leading teams.
  • Successful track record in making independent, strategic decisions.
  • Extensive local and sector knowledge.

Deadline: 30th May, 2024.

How to Apply: Interested and qualified candidates should send their CVs and Cover Letter to: using the Job Title and Job Location as the subject of the mail.

The post Assistant Service Manager – Admin & Customer Service at Intersect Consortium first appeared on Jobnow Nigeria .

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