About Grandview Partners
Grandview Partners is a healthtech company that develops and deploys electronic medical records systems, hospital management software, and telemedicine platforms for healthcare facilities in Kenya and East Africa. Founded in 2014, Grandview's flagship product is used by over 200 hospitals and clinics across six countries. The company employs sixty software engineers, clinical informatics specialists, and implementation staff. Grandview Partners is certified as a medical device software provider by the Kenya Bureau of Standards and is a member of the Kenya Health Federation.
What you will do:
You will handle incoming customer enquiries through phone, email, and chat, providing accurate information about products and services, resolving complaints, and escalating complex issues to the appropriate department. The role requires you to maintain detailed records of all customer interactions in the CRM system and follow up on pending issues to ensure timely resolution. You will also process orders, handle returns and refunds, and coordinate with the logistics team to track deliveries. The company receives a high volume of customer contacts daily, so the ability to work efficiently while maintaining a professional and empathetic tone is critical. You will participate in regular training sessions to stay updated on product changes and company policies. Performance is measured against key metrics including first-call resolution rate, average handling time, and customer satisfaction scores.
Requirements:
- Bachelor's degree or equivalent professional qualification in a related field
- Minimum 3 years of proven experience in a similar position
- Strong analytical, problem-solving, and decision-making abilities
- Excellent organisational and time-management skills
- Proficiency in relevant industry software and tools
- Strong interpersonal skills with the ability to work across teams
- Knowledge of industry standards, regulations, and best practices
If you meet the above qualifications and are interested in this opportunity, send your updated CV and a brief cover letter explaining why you are a good fit for the role. Shortlisted candidates will be contacted within two weeks of the application deadline. Grandview Partners is an equal opportunity employer and does not charge any fees at any stage of the recruitment process.
