Customer Relations Officer

To establish and maintain strong relationships with existing and prospective customers on behalf of Lancet Laboratories, driving growth in the company’s brand, market share, and service offerings. To proactively engage customers, implement targeted marketing initiatives, and deliver exceptional service to strengthen the organisation’s reputation and achieve business objectives.

• Appropriate Drivers Licence
• Diploma/Degree in Marketing or Biomedical qualification or other relevant qualification
• 3-5 Yrs Relevant Working Experience

Marketing Strategy

Contribute to the planning and development of marketing strategies to enhance Lancet’s brand awareness, image, and service portfolio to maximise growth.

Conduct regular visits to depots to ensure they are visually appealing, aligned with Lancet Laboratories’ brand standards, and support a positive customer experience.

Represent Lancet at marketing and industry events, including medical, corporate and occupational health events, to promote the organisation’s services and reputation.

Organise educational and clinical sessions focused on healthcare professionals.

Customer Relationship Management

Establish and maintain effective relationships with existing and prospective customers ensuring loyalty to the Lancet brand.

Proactively market and sell Lancet services to grow market share within the assigned territory.

Maintain regular engagement with existing and potential doctors/clients to strengthen relationships and support business growth

Ensure timely registration and onboarding of new doctors/clients, including provision of required consumables for pathology services.

To serve as the first point of contact for doctors and clients addressing queries and complaints related to laboratory services and referring issues to the relevant department to ensure swift resolution and maintain high levels of customer satisfaction, including support on the result delivery systems.

Drives initiatives to increase survey completion rates among participating doctors to ensure sufficient feedback is gathered for continuous service improvement.

Internal Collaboration and Reporting

Provide regular feedback to internal departments to support continuous improvement in customer service standards, ensuring new customers are effectively serviced according to deliverables in service-level agreements.

Complete and submit weekly CRM reports to managers/pathologists, providing accurate and timely information on client interactions and opportunities.

Maintain accurate records of customer details on all relevant systems.

Monitor performance using Power BI reports to proactively manage customer support and escalate incidents that may impact corporate objectives to the Regional Manager/Pathologist.

Compliance

Prepare for and actively participate in the regional site’s annual internal and external audits, aligning activities with the CRO’s risk register and strategic objectives of Lancet Laboratories.

Conduct business activities with honesty, integrity, and professionalism in accordance with Lancet’s Code of Ethics.

Safeguard the company’s reputation by ensuring compliance with regulations and internal policies.

Continuous Learning and Development

Actively pursue ongoing professional development to remain up to date with industry knowledge, best practices, and role-specific skills.

• Computer literate
• Marketing and sales knowledge
• Laboratory information systems
• Laboratory standards operating procedures and processes
• Technologically literate