CDL was founded in early 2003 by its current Managing Director Lucy Mmari.Within her 14 year tenure in a well established logistics company, She honed her skill in human resources management and thereafter started CDL.
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Front Office Customer Service Administrator
- Job TypeFull Time
- QualificationBA/BSc/HND , Diploma
- Experience2 - 3 years
- LocationNairobi
- Job FieldAdministration / Secretarial  , Customer Care 
- The Front Office Customer Service Administrator serves 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
- Customers visit report
- Customer feedback report
- Daily sales report
- Customer complaints report
- Calls report
- Products feedback report
Qualifications and Skills:
Educational Requirements:
- Diploma or Bachelor’s degree in sales and marketing, customer relations, business administration or a related field.
Experience:
- 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.
Method of Application Interested and qualified? Go to CDL Human Resource on cdl.zohorecruit.com to apply
