NDIITWANI DALI

• Create and enforce customer service policies and procedures to ensure consistent and high-quality service.
• Lead, manage, and mentor a team of customer service staff, providing training and support to ensure they meet performance targets.
• Handle complex customer complaints or inquiries, ensuring timely and effective resolution.
• Track and analyse customer interactions, feedback, and service metrics to identify areas for improvement.
• Work closely with other departments to ensure customer expectations are met and exceeded.
• Set and work towards customer satisfaction goals, conducting regular surveys and analysing feedback to improve services.
• Maintain effective communication with customers, fostering positive relationships and a strong brand image.

• Provide weekly updates to the Head of Sales on team performance, customer feedback, and escalated issues.
• Submit monthly KPI and service metric reports via CRM or internal systems, highlighting improvement initiatives.
• Report any incidents or close calls within 24 hours, when applicable.
• Participate in strategic planning sessions and quarterly performance reviews.
• Contribute to executive dashboards, key account summaries, and board-level reports as required

• Provide weekly updates to the Head of Sales on team performance, customer feedback, and escalated issues.
• Submit monthly KPI and service metric reports
• Report any incidents or close calls within 24 hours, when applicable.
• Participate in strategic planning sessions and quarterly performance reviews.

• Managing clients accounts

• Coordinate with the laboratory team to ensure timely processing and delivery of testing results.
• Assist the sales team in preparing proposals and quotes.
• Maintain CRM and train sales team on CRM.
• Ensure high levels of client satisfaction through effective administrative support and problem resolution.
• Maintain accurate and organized records of all sales activities and client interactions.
• Support the sales team in achieving their targets and objectives by providing timely and efficient administrative assistance.
• Handling inbound calls and making outbound calls.
• Generating quotes, responding to customer inquiries and complaints.
• Routing inbound calls to the appropriate department.
• Providing clients with organization's services.
• Assisting in administration, providing clients with documents to complete and assisting clients with opening accounts.
• Analyzing call centre data and preparing report for upper management.
• Act as a Call centre agent's manager.
• Coordinating with other departments to resolve customer issues with speed and efficiency.

• Handling inbound calls and makingoutbound calls.
• Generating quotes , responding tocustomer inquiries and complaints.

• Ordering stock for the department, Stock control.
• Updating internal & external COVID-19 register on daily basis and reporting it to management.
• Arranging sample collection by drivers/overseeing collection emails.
• Capturing and filing of daily sales.
• Receptionist/Reception duties and COVID-19 representative.

• Receiving and inspecting of samples.
• Perform sample preparation by weighing samples.
• Perform microbiological testing.
• Preparation media/microbe cultures.
• Perform inventory of laboratory supplies.

• Greeting patients and helping them over the phone and in person.
• Scheduling appointments and maintaining records and accounts.
• Completing accurate documentation of patients.
• Ensuring that stock levels are adequate and orders are made timeously.
• Maintaining business inventory such as checking supplies, scheduling equipment and maintenance repairs.
• Maintaining confidentiality.
• Typing and filing of documents.
• Collect co-pays and payments.
• Schedule hospital admissions and outside appointments for patients.