Clinical Officer ENT

Our client a re-known Hospital in Nairobi targeting the urban poor communities is in the process of increasing its service delivery effectiveness. 

This has necessitated the need to urgently hire a Clinical Officer ENT whose details are described below.

Vacant Position: Clinical Officer ENT
 

Reporting: Medical Officer in-Charge
 

Liaison: Lab technicians,  pharmacist 

Job Summary: The incumbent will be responsible for providing healthcare services to ear, nose and throat patients in the hospital

Key Duties and Responsibilities

• Diagnosis and treatment diseases of ear, nose, and throat
• Determine nature and extent of disorder, prescribe and/ or administer medications
• Consult with patients to determine the appropriate course of treatment
• Keep inventory and attention to proper care & maintenance of special equipment’s within the ENT Outpatient facility.
• Support specialised ENT surgical services and services delivery in the surgery department of the hospital ensuring that they meet the expected standards of quality, quantity and compliance
• Coordinate ENT surgery referral services within and within and without the hospital according to the ENT surgery services needs in collaboration with other hospital sections and departments and within the framework of the hospital and national referral policies
• Supervise ENT staff together with their services, in the ENT department of the hospital to ensure that they offer timely ENT services within the expected standards of quantity and quantity complying with the established ethics and regulations
• Ensure and coordinate continuous training and development of ENT staff for their effective and efficient performance and productivity
• Coordinate and provide ENT research and training within the ENT department of the hospital
• Offer specialised ENT surgery services’ advice to the hospital executive and other sections/departments and the general public in the appropriate media
• Work with other medical specialists to solve single or multiple medical issue (s) or perform extensive surgery, when required in the hospital
• Monitor and evaluate progress and achievement of the ENT services, research and training programs in the hospital, prepare and disseminate periodic reports appropriately.

Qualification, Competencies Required

• Higher Diploma in ENT from a recognised institution
• At least three (3) years relevant experience
• Must have a valid practicing licence.
• Knowledge of relevant legislations
• Knowledge of professional standards

How to Apply

Interested and qualified candidates are invited to submit their cover letter and detailed CV to recruitment@postureconsulting.com, clearly stating the job you are applying for in the Email subject and current & expected Gross salary.
 

Closing date for application is 25th November 2017
 

You can also visit our website on www.postureconsulting.com

Only shortlisted candidates will be contacted

Customer Service Representative - High Value

Wananchi Group (K) Ltd

Job Vacancy: Customer Service Representative - High Value

Department: Customer Experience
 

Location: Gateway Park
 

Employment Status / Type

• 1 year Contract (Seasonal Contract)
• 3 months’ probation
• Monthly KPI performance review & incentive (30% variable pay)

Position Reporting to: Supervisor – High Value Section
 

Manage Others: No

Job Purpose / Summary:
 

CSR is responsible for providing professional and quality customer service both internally and externally.  

Reporting to the Technical Support Manager, the CSR will be responsible for:
Customer Support at designated touch points (Inbound, Outbound, Emails, Escalations ):

• Customer calls; emails; outbound calls; escalations: CSR gets full understanding of customer's enquiry, provides full customer support for all fiber services on first contact, solves the issue and logs it on CRM and Wincable.
• If the issue is resolved, the CSR ensures that customer is satisfied and confirms the customers contact details.
• If issue can't be resolved during the interaction, it is escalated by the CSR to the CE leader and followed up through the proper channels until resolution.
• Take full ownership of customer cases handled and ensures proper handover for unresolved cases at end of day.
• Ensure customer satisfaction with service and quality of support provided.
• Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations.

Key Roles:

• Using effective communication skills.
• Resolving all complaints, concerns and issues in a timely and diplomatic manner.
• Conduct activities in a professional manner
• Demonstrating knowledge of Zuku Fiber service standards or service level agreements
• Demonstrating knowledge of impact of providing professional service to Customers
• Understanding the importance and impact of first call resolution (FCR)
• Working with the CE leader on performance improvement as an individual and with the team as a whole
• Ensuring complaints/concerns are resolved or escalated in a timely manner
• Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up
• Determining when a problem requires action from higher level of authority
• Participate in regular team meetings
• Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.
• Updating client comments, complaints, reports and compliments on all relevant Wananchi Systems
• The job holder will be expected to identify and highlight to the supervisor, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs.
• Work with immediate CE leader on team rosters.
• Provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
• Track and monitor the customer problem exceeding the agreed SLA's and escalate to the required level of management until complete resolution.
• Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.
• Daily monitoring and reporting on the intake of customer problem by type, root cause, SLA compliance, average closing time and average pending time.
• Enhance customer loyalty and upsell accordingly.

Key Performance Indicators:
 

Achieve Support Center SLA’s

• Achieve 90% first call resolution (FCR)
• 90% correct CRM capture
• 100% Schedule Adherence
• Score a minimum of 98% on QA score for the Month

Other KPIs

• Efficiency
• Good Handle rate
• Calls per Customer
• Average Handle Rate
• Escalation Resolutions

Experience and Background Required:

• 2 years experience in a busy Contact Center, supporting internet/technology driven services
• Understanding of - IP networks; the contention ratios in the network; Metro Ethernet networks
• Troubleshooting skills e.g. on CMTS configuration, IP assignment (DHCP services) is an added advantage
• Understanding of the basic GPON network design & structure is an added advantage
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.
• Proficiency in MS Office - specifically Excel, Access, Word, PowerPoint.
• Ability to effectively present information and respond to questions from management, peers and customers.
• Ability to handle service delivery and service assurance processes and structures in a large telecommunications environment.
• Self-driven, customer centric and team player.

How to Apply

Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Service Representative-High Value on or before 24th November 2017

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

Customer Experience - Service Engineer

Wananchi Group (K) Ltd
 

 Customer Experience - Service Engineer

Department: Service Support
 

Location: Gateway Park

Employment Status / Type: Full-time

Position Reporting to: Customer Surveillance Head

Manages Others: No

Job Purpose / Summary:

• Reporting to the Technical Support Manager, the job holder is responsible for monitoring, troubleshooting, reporting and escalating of all Wananchi Group client connections i.e.; HFC and GPON networks; DTH platform; Voice platform and Metro Ethernet;
• The job holder will be expected to a) identify customer problems of a technical nature that are relevant for Technical organization’s quality improvement, b)investigate, c)design ad hoc reports that can assist the technical team.
• The job holder will be expected to undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.
• The job holder will be expected to act as a liaison between the Cs Team and the NOC, Engineering and technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer related problems.
• The job holder will also be expected to step in and act as the deputy for the Customer Surveillance Head.

Key Roles:

• Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, DTH, TV and managed Wi-Fi.
• Research for potential trouble spots using the available troubleshooting tools and providing workable solutions and/or escalating to the relevant department for closure.
• Good interpretation of customer calls to meaningful reports and understanding of the Network which can be presented to the technical team for continuous improvement of customer issues.
• Act as a liaison between the technical team and CS team on customer issues reporting.
• Good knowledge of the troubleshooting systems so as to analyze, provide feedback and recommendations for improvements.
• Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.
• Follow up on any tasks which are allocated by the Customer Surveillance Team Leader.
• Any other duty that may be assigned.

Experience and Background Required:

• Good Technical background and skills.
• Good understanding of all the troubleshooting systems within the organization.
• Good understanding of the HFC, GPON and Satellite networks.
• Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
• Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
• Experience in a triple play company would be an added advantage.
• Experience in Onsite support and maintenance is an added advantage.
• Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures.
• Experience in writing reports. Proficient in MS Office - specifically Excel, Word, PowerPoint.
• Ability to effectively present information and respond to questions from groups of managers, clients and customers.
• Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

How to Apply
 

Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Experience Service Engineer on or before 24th November 2017

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

Communications Specialist

Communications Specialist
 

DAI, a global development consulting firm, seeks applications from qualified candidates for the Kenya Integrated Water, Sanitation and Hygiene (KIWASH) project.
 

The Kenya Integrated Water, Sanitation, and Hygiene (KIWASH) Project is a five-year, USAID-funded project to improve lives and health through the development and management of sustainable water, sanitation, and hygiene services in Kenya. 

Its purpose is to institutionalize catalytic models of sustainable service delivery for accelerated water and sanitation access in specific target counties and to improve complementary hygiene behaviors.
 

Summary of Primary Duties: The Communications Specialist will work with the Communications and Marketing Manager in planning, designing and carrying out project communication activities. 

S/he will be responsible for managing the projects presence in social media and for the creation of content necessary to grow the projects engagement with the sector. 

S/he will also focus graphics design and development of products for public access and the project’s online platforms including website, Facebook, Twitter, and Flickr.
 

Essential Duties
 

Responsibilities will include and are not limited to the following:
 

Social media management

• Collect and organize content for the KIWASH website and social media in coordination with technical teams and implementing partners. Proactively make updates across all platforms
• Author brief social media postings with corresponding links and source appropriate images for the postings. Schedule and post social media content as per the content calendar and obtain approvals for content prior to publishing. Monitor and responds to followers’ feedback and inquiries in accordance to established policy
• Ensure brand compliance across all social media assets deployed
• Gather, analyze and report social media performance data and provides insights and actionable recommendations for improving performance over time. KPIs include: reach, engagement and sentiment

Program writing and graphics design

• Solicit for information for success stories from technical team members and sub implementing partners. Draft and/or edit success stories with appropriate photographs for sharing with USAID.
• In consultation with technical teams, draft publicity materials including activity profiles and project factsheet, success stories, case studies, and articles for KIWASH quarterly newsletter.
• Establish photo library using Flickr, prepare updated project presentations, site visit kits and press kits.
• Provide design and layout support for all publications and publicity materials.

Media relations

• Review the daily press for WASH related topics and news, and share with team based on relevance
• Help establish and maintain a database of project partners by soliciting input from the KIWASH team and key partners, stakeholder meetings and forums.
• Assist with coordination of field events, launches, site visits etc ensuring USAID input and clearance is received in a timely manner.
• Help prepare and update a standard information package on the KIWASH project counties for distribution to the public and the media.

Supervisory Responsibilities

• None

Qualifications

• A degree in the field of communications, marketing, international relations or a related area is desirable. Masters level education in the related fields of journalism, communications or public relations is advantageous.
• At least three years of relevant work experience in the field of communications, social media management, preferably in the development sector. Experience with a USAID is an added advantage.
• Knowledge of MS Office software, web design, HTML and other media software packages (i.e. InDesign, Photoshop, video editing software) and photography is required.
• Understanding of the fundamentals of social media content sourcing and experience using Facebook, Twitter, and Flickr for campaigns and organizational outreach.
• Excellent verbal and written communication skills
• Excellent inter-personal skills to ensure effective team relations 
• Strong organizational skills, analytical abilities and initiative to prioritize and complete tasks and manage multiple projects with minimal supervision.

Base of Operations: Nairobi, Kenya with frequent travel to the field
 

Reporting: The Communications Specialist will report to the Communications and Marketing Manager.
 

How to Apply

Interested applicants should apply via the link https://kiwashproject.formstack.com/forms/communications_specialist_2017 by December 2, 2017, 5:00 pm East Africa Local time. 

Only candidates who send their information by applying through the link and by the deadline will be eligible.