Front Office Customer Service Administrator

Reports To: The Sales Manager

Industry: Healthcare

Location: Nairobi

Gross Salary: Kshs 60k-65k

Our client is a dealer and distributors of Mobility aids, Orthopedic Supports and Braces, Physiotherapy, Occupational Therapy and Rehabilitation Equipment.

They are looking to hire a Front Office Customer Service Administrator who will serve 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

• Prepare and generate several reports such as Customers visit report, Customer feedback report, Daily sales report, Customer complaints report, Calls report & Products feedback report

Qualifications and Experience

• Diploma or Bachelor’s degree in sales and marketing, customer relations, business administration or a related field.
• 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.
• Communication skills & Customer service skills
• Problem solving & Organizational skills
• Computer skills
• Sales and marketing skills
• Administrative skills.
• 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
• Strives a positive, respectful, and empathetic experience.
• Handle inquiries and complaints professionally.
• Maintain a friendly and helpful tone under pressure
• Maintain organized records, calendars, and front desk processes.
• Use office software, CRMs, and inventory systems confidently.
• Take ownership of the front desk area and responsibilities.
• Collaborate effectively with clinical, sales, and support staff.
• Share relevant updates and feedback with team members.