About the position
Challenging Demands of the Job
The typical demands of this job, that are outside of the direct control of the post holder, are the following:
Ability to work under pressure / and remain focused on the task at hand
Ability to maintain confidentiality and behave in an ethical manner
To be highly resilient and maintain a positive self-image.
Decisions and Judgments
The post holder works within a highly regulated environment which is characterised by clear work instructions and standard operating procedures.
Qualifications
Bachelor's Degree in medical laboratory science
Experience working in a Laboratory setting.
Has at least 1-2 years Customer Experience
Strong working knowledge of office suites in computer applications
Summary of Key Responsibilities
DOCTORS & HOSPITALS LIAISON
Liaise with doctors and Facilities to assist with queries, complaints and following up on patients results with relevant departments to ensure that doctor receives results.
Liaise with clients regarding test information, customer complaints and compliments to ensure that customers receive correct and adequate information and where necessary to ensure customer satisfaction.
Liaise with Cerba Lancet staff to respond to client queries.
Logging tasks for doctors' orders where applicable (consumables, request forms etc.).
Route and redirect calls to appropriate resources to ensure that customers are assisted promptly by relevant parties.
Assist with collecting of samples from clients and doctors' rooms and delivery of results where necessary.
MARKETING INTELLIGENCE
Review clients trend analysis (to avert any loss of business due to internal mitigatable occurrences)
Gathering and Dissemination of competitors information. (Business strategy, top clients branding materials offers and incentives to their clients)
Identify and escalate priority issues on the competitors market share. (New setups, mushrooming labs etc.)
SELLING AND PROMOTING LANCET BRAND
Marketing and selling Lancet services to existing and prospective customers to grow revenue.
Represents Lancet in public relations events such as conferences, CME days to promote services of the organization.
Constantly selling lancet services to new and existing client to maintain loyalty and client sat faction (doctors, administrators, directors, hospital managers, lab managers)
Compile and submit reports to the Marketing Manager and/or as directed by Management.
Ability and/or Skills
Excellent written and verbal communication skills
Active listening
Client-focus
Active listening
Prioritization and on-time execution of tasks
Process improvement
Problem-solving and solution orientation
Strong interpersonal skills (people, social, emotional intelligence)
Proactivity
Team player who can self-motivate
Performs well under pressure; thrives in fast-pace environment
Growth mindset