Front Office Customer Service Administrator - Nairobi - Career Directions Limited (CDL)

Description

Job Title:
Front Office customer service Administrator

Reports To: Sales and Marketing Manager

Department: Sales and Marketing

Location:
Head office

Job Purpose:

The Front Office Customer Service Administrator serves as the first point of contact for clients, patients, and visitors.

This role is responsible for delivering a professional and efficient customer experience while supporting the sales and operations team in order processing, appointment scheduling, and product inquiries related to orthopedic and rehabilitation solutions.

Key Responsibilities

Customer interaction and support

• Assist walk-in customers, patients, and visitors in a courteous and professional manner.
• Answer incoming calls and respond to emails, resolving inquiries related to products, orders, or appointments.
• Provide product information and support to patients and healthcare professionals regarding orthopedic and rehabilitation items.
• Explain features, benefits, and usage of commonly sold items.
• Offer brochures or digital materials when needed.
• Assist customers with placing orders or checking on order status.
• Coordinate with the sales or warehouse team to confirm stock availability.
• Process point-of-sale transactions, including cash, credit, and insurance billing if applicable.
• Coordinate appointments and manage scheduling systems for fittings or consultations.

Support to sales and marketing teams

• Liaise with internal departments such as Sales, Logistics, and Clinical Services to ensure smooth communication and follow-up.
• Prepare documents for sales reps, clinicians, or technicians as needed.
• Track and follow up on backorders or special requests.

Outbound sales calls

• Conduct outbound calls to prospective customers e.g., clinics, hospitals, physiotherapists, mobility shops, pharmacies, and end users.
• Follow up on marketing campaigns, website leads, referrals, and previous client interactions.
• Present, promote, and sell orthopedic and rehabilitation products.

Customers' Feedback

• Proactively collect feedback from customers through surveys, phone calls, follow-up emails, or in-person conversations.
• Distribute satisfaction surveys after service interactions, product purchases, or appointments.
• Encourage customers to share both positive and negative experiences to gain balanced insights.
• Record all customer feedback on CRM system.
• Categorize feedback by type (e.g., product quality, service experience, delivery, pricing, staff professionalism).
• Tag urgent or actionable feedback for escalation to the relevant departments.
• Analyze feedback data to identify common themes, issues, and customer expectations.
• Prepare weekly or monthly feedback reports highlighting trends, service gaps, and areas for improvement.
• Share insights with management, sales, and operations teams.
• Contact customers when follow-up is needed (e.g., after complaints or suggestions.
• Re-engage dissatisfied customers to rebuild trust and loyalty.
• Collaborate with internal departments to implement changes based on recurring feedback themes.

Customer complaints resolution

• Receive complaints via in-person visits, phone calls, emails, or online channels.
• Listen actively and document all relevant details of the customer's issue.
• Ensure accurate logging of complaints into the complaints management system or CRM.
• Attempt to resolve low-level or front-line complaints immediately and effectively.
• Escalate complex, clinical, or product-specific issues to the appropriate internal department (e.g., technical support, sales, clinical team).
• Ensure the customer is informed of next steps and estimated timelines.
• Maintain clear, polite, and professional communication with the customer throughout the complaint lifecycle.
• Provide timely updates to customers regarding the progress of their complaint.
• Follow up after resolution to confirm customer satisfaction.
• Maintain organized records of all complaints, including communication logs, resolutions, and corrective actions.
• Generate weekly/monthly reports on complaint trends, resolution times, and common issues.

Social Media marketing

• Collaborate with the designer to produce digital content
• Create, schedule, and publish engaging content across platforms (e.g., Facebook, LinkedIn, Instagram, tiktok, WhatsApp).
• Monitor trends and conversations relevant to the brand or industry.
• Manage product listings, promotions, and conversions on e-commerce platforms.

Products Awareness and training

• Provide basic information about orthopedic and rehabilitation products
• Help customers understand product categories and intended use based on general needs or prescriptions
• Maintain and update front-desk displays, brochures, posters, banners and informational materials.
• Respond to product-related questions from walk-in clients and callers.
• Actively inform customers about new product arrivals, promotions, or improvements.
• Participate in internal product training sessions to stay updated on new launches, specifications, and applications.
• Maintain a basic understanding of key product differentiators and clinical benefits, especially for top-selling items.

Reports

• Customers visit report
• Customer feedback report
• Daily sales report
• Customer complaints report
• Calls report
• Products feedback report

Requirements

Qualifications and Skills:


Educational Requirements:

• Diploma or Bachelor's degree in sales and marketing, customer relations, business administration or a related field.

Experience:

• Minimum of 2-3 years of experience in administration, preferably in healthcare, medical equipment, or related industries.
• Experience in managing relationships with clients.
• Knowledge of CRM systems.

Skills:

• Communication skills
• Customer service skills
• Problem solving skills
• Organizational skills
• Computer skills
• Sales and marketing skills
• Administrative skills.

Personal Attributes:

• Proactive, solution-oriented, and driven to streamline processes for efficiency.
• High level of professionalism and integrity.
• Strong interpersonal skills and the ability to work effectively both independently and as part of a team.
• Ability to adapt quickly in a dynamic and fast-paced environment

Competencies required for this Role

• Strives to provide a positive, respectful, and empathetic experience.
• Handles inquiries and complaints professionally.
• Maintains a friendly and helpful tone under pressure
• Maintains organized records, calendars, and front desk processes.
• Uses office software, CRMs, and inventory systems confidently.
• Takes ownership of the front desk area and responsibilities.
• Collaborates effectively with clinical, sales, and support staff.
• Shares relevant updates and feedback with team members.