Customer Sales and Support Officer - Central Region 3 and Western Region 1

Role Overview:

The Customer Sales and Support Officer is a key role focused on delivering exceptional customer service and ensuring the consistent availability of Smart systems. This position is crucial for enhancing customer satisfaction driving profitability and meeting the high expectations of Smart stakeholders.

Key Responsibilities:

1. Drive revenue growth

• Drive revenue growth by identifying opportunities for upselling crossselling and implementing strategies to maximize customer value and profitability
  

2. System Integration & Implementation

• Oversee the management and installation of the Smart system at new service providers adhering to agreed timelines.
  
• Promote and implement HSMIS to new and existing providers ensuring smooth system integration.
  
• Upgrade and install new Smart system versions at existing providers as per timelines.
  
• Train users on system features and basic troubleshooting both initially and through refresher sessions.
  
• Ensure timely data delivery from Service providers to Smart servers.
  

3. Compliance & Quality Assurance

• Ensure claim processing activities meet guidelines and maintain high accessibility.
  
• Monitor compliance metrics addressing deviations promptly.
  
• Collaborate with the Quality Assurance on audits and continuous improvement initiatives.
  

4. Customer Experience & Support

• Drive participation in Satisfaction Surveys and achieve positive Net Promoter Score (NPS) results.
  
• Resolve customer inquiries promptly maintaining high service standards increase retention rates and reduce churn rates.
  
• Proactively communicate with Clients understand their needs and provide tailored solutions.
  
• Build relationships through forums webinars and regular provider visits ensuring followup on service improvements.
  
• Handle customer inquiries in line with service level standards and Smart brand values.
  

5. Internal Collaboration & Reporting

• Work with internal teams to align customer service with company goals.
  
• Report on customer feedback system performance and areas for improvement to the line manager.
  
• Collect and report feedback on Smart system usage challenges and improvements.
  
• Share monthly analysis on provider management and participate in crossfunctional meetings.
  
• Assist in documenting and updating customer service procedures.
  

6. Training Development & Customer Engagement

• Engage in training programs continuous learning and teambuilding to enhance personal and professional growth.
  
• Mentor team members and contribute to succession planning.
  
• Regularly demonstrate the value of Smart solutions to new and existing service providers.
  

Requirements

Qualifications:

• Bachelor s degree in Computer Science Software Engineering Information Technology Information systems or any other related field.
  
• Experience in customer service preferably in healthcare or IT.
  
• Strong communication technical aptitude problemsolving and organizational skills.
  
• Ability to work under pressure manage multiple tasks and maintain high service standards.
  

Key Competencies:

• Customerfocused with a commitment to service excellence.
  
• Technical aptitude for IT system installations and upgrades.
  
• Problemsolving with critical thinking and responsiveness to customer needs.
  
• Organizational skills for efficient time and resources management.
  
• Sales & Promotion of the Smart system to drive adoption and satisfaction.
  
• Data Management & Reporting for monitoring and improving system performance.