Client Relations Assistant – Complaint handling

sion for Essential Drugs and Supplies (MEDS) is a faith-based health solutions provider founded by an ecumenical partnership of the Kenya Conference of Catholic Bishops (KCCB) and the Christian Health Association of Kenya (CHAK). The Organization’s core mandate is to provide reliable and affordable Health Products and Technologies, Quality Assurance and Health Systems Strengthening Services. MEDS was established in 1986 and serves clients spread throughout Kenya, other regions in Africa and beyond.

The position will report to the Client Relations Supervisor and will be responsible for efficiently handling customer complaints, thus enhancing satisfaction

Key responsibilities:

Receive, acknowledge, and document client concerns in the system to facilitate accurate tracking and resolution
Respond to client inquiries about the status and progress of their complaints to keep them informed and satisfied
Collaborate with sections such as Inventory Control and Quality Assurance to resolve complaints, assigning issues based on severity
Direct clients to appropriate service points to enhance their satisfaction and address their needs effectively
Sign return notes promptly to facilitate the crediting process for returns
Share feedback with clients upon complaint resolution, including providing credit notes if applicable
Document each complaint in detail, including logging, tracking the resolution process, and compiling reports for management review
Job requirements:

Diploma in Pharmacy or Nursing or Clinical Medicine or Medical Laboratory or Public Health, or any health-related field.
At least one year of experience relevant experience
Technical competencies; Proficiency in any ERP system; knowledge of Microsoft packages; knowledge of pharmaceutical and medical supplies; communication, problem solving and analytical skills
Behavioural attributes: high level of integrity, interpersonal relations, self-driven and keen to details
If you fit the profile of this position, please submit your application providing the following MANDATORY requirement:

Detailed CV stating your current position and salary, expected salary, telephone number and email address

• Receive, acknowledge, and document client concerns in the system to facilitate accurate tracking and resolution
• Respond to client inquiries about the status and progress of their complaints to keep them informed and satisfied
• Collaborate with sections such as Inventory Control and Quality Assurance to resolve complaints, assigning issues based on severity
• Direct clients to appropriate service points to enhance their satisfaction and address their needs effectively
• Sign return notes promptly to facilitate the crediting process for returns
• Share feedback with clients upon complaint resolution, including providing credit notes if applicable
• Document each complaint in detail, including logging, tracking the resolution process, and compiling reports for management review

• Proficiency in any ERP system
• Knowledge of Microsoft packages
• Knowledge of pharmaceutical and medical supplies
• Communication, problem-solving, and analytical skills

• Diploma in Pharmacy or Nursing or Clinical Medicine or Medical Laboratory or Public Health, or any health-related field
• At least one year of relevant experience