Zambia Medicines and Medical Supplies Agency
Vacancy title:
Re-advertised Manager – Customer Service
[ Type: FULL TIME , Industry: Public Administration, and Government , Category: Management ]
Jobs at:
Zambia Medicines and Medical Supplies Agency
Deadline of this Job:
Tuesday, March 05 2024
Duty Station:
Within Zambia , Lusaka, South – Central Africa
JOB DETAILS:
Main Job Purpose
To manage the Agency’s Customer Service function and liaise with stakeholders in the public health
sector to attain customer satisfaction.
Main Responsibilities:
- Manages periodically the development, implementation, and review of policies to ensure adherence to standards.
- Manages efficiently, the resolution of customer complaints, queries and monitors information through Profiling Complaints and Queries to attain customer satisfaction.
- Ensures capture of all data on customer complaints and queries from customers and ensures maintenance of the database.
- Manages effectively, the receipt, review, and processing of orders for medicines and medical supplies from health facilities to ensure the accurate picking, packing, staging, loading and distribution.
- Effectively manages liaison with stakeholders regarding reports or feedback to promote and sustain exemplary customer service.
- Manages, timely, preparation of the departmental budget to facilitate timely acquisition of resources and implementation of programmes.
- Manages effectively, the monitoring and evaluation of the implementation of the programmes to assess the impact on service delivery and provide appropriate interventions.
- Manages timely, the preparation of departmental, quarterly, and annual reports to
- facilitate informed decision-making.
- Manages effectively, the development of work plans and implementation of the Performance Management System (PMS) to monitor and evaluate performance.
- Manages effectively, human and other material resources in order to facilitate achievement of departmental objectives.
Communications skills.
Written Skills
- Able to write strategic, operational, and analytical papers.
Oral Skills
- Able to communicate fluently in English.
Other Skills / Attributes required.
- Leadership and team building skills.
- Integrity
- Tact and Diplomacy
- Interpersonal skills
Staff Management
- Supervises, coaches, motivates, trains/develops, disciplines, and appraises performance of staff to ensure staff engagement and optimum performance.
- Ensures delegation is conducted properly that each service allocation is adequately managed, staffed, and resourced.
Academic qualification and work experience required.
- Full Grade 12 School Certificate
- A minimum of bachelor’s degree in Pharmacy, Public Health, Logistics or equivalent.
- Must be a member of a relevant professional body.
- Minimum of 6 years’ relevant work experience in a similar role
- Experience in the Pharmaceutical Supply Chain sector will be an added advantage
Work Hours: 8
Experience in Months: 72
Level of Education: Bachelor Degree
Interested candidates should send their CV