Customer Care Officer

Key Responsibilities/Duties/Tasks

• Interact with patients on behalf of CTC, building rapport and fostering a positive reputation.
• Address customer inquiries and concerns promptly, professionally, and courteously through various channels (phone, email, social media, etc.).
• Resolve customer issues effectively, ensuring a high level of satisfaction.
• Update and manage patient information within the CTC’s electronic health record system.
• Assist patients in scheduling appointments for consultations, evaluations, treatments, and follow-up.
• Provide patients with brochures and marketing materials about Tenwek Hospital's services.
• Proactively reach out to patients and the community to communicate about existing and new services offered by CTC.
• Understand and communicate changes in hospital service offerings to ensure patients are well-informed.
• Ensure accurate billing information is obtained and direct patients to the appropriate departments.
• Track call-related data for reporting and auditing purposes.
• Compile weekly reports on customer service issues, training needs, and overall satisfaction.
• Maintain a clean and organized workspace.
• Uphold all CTC policies and procedures, maintaining patient confidentiality.
• Escalate complex issues or challenges to the supervisor appropriately.
• Collaborate effectively with other departments to ensure seamless patient care.
• Remain up to date on hospital services and procedures.

Job Dimensions

• Analytical Decisions: Reviewing and interpreting data and information and options to inform decision-making.
• Operational Decisions: Day-to-day work tasks.

Academic Qualifications

• Diploma in Business Administration / Secretarial / Customer Care / Front Office Operations or any other related field from a recognized institution.

Work Experience

• Minimum of 2 years’ experience as a customer care officer or similar position in the communications field.

Functional Skills and Behavioral Competencies

• Multi-tasking and time-management skills in a fast-paced environment.
• Ability to learn and implement new operating procedures, understand abstract ideas, problem-solve, and improvise solutions.
• Good understanding of escalation triggers at work situations.
• Ability to work under minimal supervision, self-driven.
• Track record of integrity and meeting ambitious targets.
• Intermediate proficiency in MS Office tools (Excel, Word, PowerPoint).
• Excellent communication and interpersonal skills, with the ability to build relationships and influence others.
• Passion for God and for the wellbeing of mankind.
• Exemplifies integrity and honesty.

How to Apply

Interested candidates who meet the above criteria should send their applications to CTC.recruit@tenwekhosp.org on or before March 9th 2026, enclosing:

1. Resume
2. Cover Letter
3. Statement of Faith

Note on Statement of Faith: A statement of faith should describe your Christian faith and how you see it as relevant to your involvement with Tenwek Hospital. Applicants must demonstrate a commitment to the values and mission of Tenwek Hospital and the Africa Gospel Church. It should include, at a minimum, a description of your spiritual disciplines (prayer, study, etc.) and your current fellowship or place of worship.