Customer Relationship Officer- Ampath Laboratories x1
Job Details
- Position: Customer Relationship Officer
- Company: Ampath Laboratories
- Reference Number: C410033
- Department: Free State Marketing
- Location: Bloemfontein
- Industry: Pharmaceutical and Medical/Healthcare
- Employment Type: Permanent
- Salary: Market Related
- Working Hours: 45 hours per week
- Work Week: 5 days per week
- Closing Date: 20 June 2026 at 21:00
Job Description
The Customer Relationship Officer serves as the key link between the organisation and healthcare stakeholders, including doctors, specialists, healthcare providers, medical practices, and corporate clients. The role focuses on delivering exceptional customer experiences, managing client relationships, resolving service issues, and supporting operational excellence.
The successful candidate will build trust with clients, provide professional support, identify opportunities for service improvement, and contribute to customer satisfaction and business growth within the healthcare environment.
Key Responsibilities
Customer Relationship Management
- Build and maintain strong relationships with healthcare providers, specialists, and corporate clients.
- Act as the primary point of contact for client enquiries and concerns.
- Ensure clients receive professional, efficient, and customer-focused service.
- Foster long-term relationships that enhance customer loyalty and satisfaction.
Customer Service and Support
- Respond to customer enquiries promptly and professionally.
- Investigate and resolve service-related issues.
- Ensure customer concerns are addressed effectively and within agreed timelines.
- Deliver a positive customer experience in every interaction.
Client Engagement
- Conduct regular visits to healthcare providers and client sites.
- Strengthen relationships through proactive engagement and support.
- Understand client needs and identify opportunities for service enhancement.
- Promote confidence in the organisation’s services and solutions.
Operational Support and Improvement
- Support operational efficiency by identifying service improvement opportunities.
- Assist in implementing customer-focused solutions.
- Monitor service delivery standards and recommend improvements where necessary.
- Contribute to continuous improvement initiatives.
Reporting and Communication
- Prepare and maintain accurate client and service reports.
- Provide insights and feedback to management regarding customer trends and concerns.
- Communicate effectively with internal teams to ensure customer needs are met.
- Support leadership with information that assists decision-making.
Compliance and Professional Practice
- Maintain confidentiality of customer and patient information.
- Ensure compliance with healthcare regulations and organisational policies.
- Adhere to the Protection of Personal Information Act (POPIA) and other relevant legislation.
- Uphold professional and ethical standards at all times.
Minimum Requirements
Educational Qualifications
Essential
Diploma or Bachelor’s Degree in:
- Healthcare
- Health Administration
- Business Administration
- Customer Relationship Management
- Marketing
- Related fields
Licensing
- Valid South African Driver’s Licence (Code 08 EB)
Experience Requirements
Essential
- Minimum of 3 years’ experience in a service-related healthcare environment.
- Experience in customer service and relationship management.
- Experience engaging with:
- Doctors
- Specialists
- Healthcare professionals
- Medical practices
Advantageous
- Experience within:
- Medical laboratories
- Pathology services
- Healthcare organisations
- Diagnostic services environments
Skills and Competencies
Technical Knowledge
- Understanding of pathology and laboratory workflows.
- Knowledge of specimen collection processes.
- Knowledge of diagnostic result reporting processes.
- Understanding of healthcare industry regulations.
- Knowledge of POPIA compliance requirements.
Customer Service Skills
- Strong customer service orientation.
- Relationship-building abilities.
- Client engagement and stakeholder management skills.
- Ability to manage difficult conversations professionally.
Communication Skills
- Excellent verbal communication skills.
- Strong written communication skills.
- Professional presentation and interpersonal skills.
- Ability to communicate with diverse healthcare stakeholders.
Problem-Solving Skills
- Ability to analyse issues and identify practical solutions.
- Strong decision-making abilities.
- Proactive approach to resolving customer concerns.
Computer Skills
- Proficiency in Microsoft Office:
- Word
- Excel
- Outlook
- PowerPoint
Personal Attributes
- Empathetic and patient-focused.
- Detail-oriented and accurate.
- Professional under pressure.
- Collaborative team player.
- Adaptable and resilient.
- Committed to continuous improvement.
- Strong sense of accountability and responsibility.
Role Impact
The Customer Relationship Officer plays a critical role in:
- Enhancing customer satisfaction and loyalty.
- Strengthening relationships with healthcare providers and corporate clients.
- Supporting service excellence and operational efficiency.
- Providing valuable customer insights to management.
- Contributing to a high-performance and customer-focused culture.
- Ensuring the organisation delivers quality healthcare services and maintains its reputation for excellence.