Customer Relationship Officer | Klerksdorp and Potchefstroom

As a Customer Relationship Officer, you will act as a key link between clients and Ampath, resolving service-related enquiries, supporting operational excellence, and strengthening customer satisfaction through regular engagement and service improvement initiatives.

Qualifications

Required

Diploma or Degree in Healthcare, Healthcare Administration, Business, Customer Relations Management, Marketing, or a related field.

Valid South African Driver's Licence (Code 08/EB).

Experience

Required

Minimum of 3 years' experience in a service-related role within the healthcare industry.

Proven experience in customer service, relationship management, and engagement with doctors, specialists, healthcare professionals, medical practices, or corporate healthcare clients.

Knowledge & Skills

Willing and able to travel regularly to client sites.

Understanding of pathology workflows, including specimen collection, transportation, laboratory processing, and result reporting.

Knowledge of South African healthcare regulations and data privacy requirements, including POPIA.

Strong customer service orientation with a passion for delivering exceptional client experiences.

Excellent verbal and written communication skills with the ability to adapt communication to different audiences.

Ability to manage difficult conversations, resolve conflicts, and handle sensitive situations with professionalism and diplomacy.

Strong problem-solving and analytical skills, with the ability to investigate and resolve client concerns effectively.

Ability to identify client needs and proactively provide relevant support, information, and solutions.

Excellent customer education skills, with the ability to clearly explain processes, procedures, and requirements.

Awareness of opportunities to promote additional services or resources that may benefit clients.

High level of attention to detail and accuracy in all customer interactions and administrative tasks.

Process-oriented mindset with a focus on continuous improvement and operational efficiency.

Ability to work collaboratively within cross-functional teams and contribute towards shared goals.

Strong integrity, professionalism, and commitment to maintaining confidentiality of sensitive medical and client information.

Ability to remain calm and effective under pressure while managing service disruptions or urgent client concerns.

Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.

As a Client Relationship Consultant, you will be responsible for delivering exceptional service and maintaining strong relationships within an assigned portfolio of healthcare providers and corporate clients. You will manage customer enquiries, resolve service issues, support continuous service improvements, and ensure clients receive accurate information regarding pathology services and processes.

The role requires a customer-focused professional who can navigate sensitive conversations with empathy and professionalism while maintaining regular client engagement through both remote and on-site interactions. Your contribution will directly support operational efficiency, client satisfaction, and the continued growth of trusted client partnerships.

Hours of work: 45 Hours per week

Work week: 5 Days per week

Shift type: Day shift

What You Will Do:

Deliver exceptional customer service by responding to enquiries, resolving service-related issues, and managing sensitive conversations professionally.

Build and maintain strong relationships with healthcare providers, medical practices, specialists, and corporate clients through regular engagement and site visits.

Educate clients on pathology processes, specimen requirements, turnaround times, and result retrieval procedures to ensure a seamless client experience.

Monitor, track, and follow up on client interactions to ensure timely resolution of enquiries and maintain high levels of customer satisfaction.

Collaborate with internal teams to investigate and resolve service challenges while supporting operational efficiency and continuous improvement initiatives.

Identify client needs, provide proactive support, and promote relevant services and resources that enhance value and strengthen client partnerships.

Ensure compliance with healthcare regulations, company policies, and data privacy requirements when handling client information and interactions.