Customer Care Representative
Overall Purpose of the Role
- To
offer exceptional customer care services at the Front office to clients
Main Duties and Responsibilities
Technical Skills
Customer Service
- Receive
and welcome clients at the front office and determine their needs.
- Direct
clients to service points as appropriate.
- Answer
promptly incoming calls assisting the caller or directing them as
appropriate.
- Register
patients into the hospital and ERP system.
- Retrieve
patient’s files using the patient numbers,
- Daily
return and storage of files as per set Standard Operating Procedures.
- Print
and open files for new patients.
- Review
patients’ notes to determine appropriate service sought.
- Schedule
appointments for patients and ensure that details are well communicated to
them; verbally and through their appointment cards.
- Bill
patients for consultation and ensure that the payments are received
through Mpesa or the banking system.
- Carry
out reconciliations for all the monies received and sharing the reports of
the same at the end of the day with the accounts department.
- Provide
feedback to the Front Office Coordinator on company policies and
procedures, and constantly look out for potential changes which could
improve operational efficiency at the Front Office.
- Take
part in company projects and/or any other duties as assigned by your Line
Manager or any other person placed in authority over you.
Soft Skills
People Management
- Ensure
strong communication between staff, Line Managers and external partners to
facilitate exchange of information and in order to implement change and
improvements.
- Treat
patients and visitors with empathy and assist them as appropriate.
Customer service
- Develop
and oversee appropriate dealings through effective relations with the
general public and all organization’s stake holders so as to always
protect the reputation and image of City Eye Hospital and its
subsidiaries.
- Take
part in ensuring strict adherence to the Patient Waiting Time targets and
making necessary follow ups to ensure that patients are attended to within
the stipulated timelines.
- Process
other departments’ requirements fast and efficiently.
- Maintain
customer satisfaction ratings at or above department objective, at all
times.
- Understand
there is no situation extraordinary enough to excuse lack of courtesy
toward any team member or colleagues from other department.
Knowledge and Skills Required
- Diploma
or higher In Sales and Marketing, Public Relations or any other social
sciences.
- At
least two years’ experience in a similar role.
- Ability
to work effectively both independently and as part of a team.
- Demonstrated
excellent customer care skills
- Strong
communication and customer service skills
- Proactive
and assertive with strong relational and networking skills.
- Strong
time management skills and self-motivation skills
- Able
to meet strict deadlines under minimal supervision.
Method of Application
send your CV and cover letter to: careers@cityeyehospital.or.ke
Human Resources & Administration Assistant
Overall Purpose of the Role
- To
provide administrative and operational support to the Human Resources and
Administration Department by maintaining employee records, coordinating
recruitment and onboarding activities, supporting payroll and attendance
administration, facilitating employee communication, and assisting in the
efficient execution of administration functions.
Main Duties and Responsibilities
Technical Skills
Human Resources Duties
Employee Records Management
- Maintain
accurate and up-to-date employee files and HR records.
- Ensure
all employee documents are properly filed and securely stored.
- Update
employee information in the HR Information System and trackers.
- Prepare
HR reports and employee data as required.
- Ensure
confidentiality of all employee information.
Recruitment & Onboarding
- Assist
in advertising vacancies and receiving applications.
- Schedule
interviews and coordinate communication with candidates.
- Prepare
interview packs and interview logistics.
- Conduct
reference checks as directed.
- Prepare
onboarding documentation for new employees.
- Coordinate
employee induction programs.
- Track
probation reviews and confirmation dates.
Leave & Attendance Administration
- Process
leave applications and update leave records.
- Maintain
employee leave balances and reports.
- Monitor
attendance records and biometric system reports.
- Follow
up on attendance discrepancies with employees and supervisors.
Payroll & Benefits Administration
- Compile
payroll changes including new hires, exits, leave deductions, overtime and
salary adjustments.
- Prepare
payroll input reports for submission to Finance.
- Assist
employees with payroll-related queries.
- Maintain
payroll records and supporting documentation.
- Communicate
and process employee benefits
Employee Relations
- Respond
to routine employee inquiries regarding HR policies and procedures.
- Assist
in organizing employee engagement activities.
- Coordinate
employee communication and HR notices.
- Support
employee welfare initiatives and staff events.
- Maintain
records of employee grievances and resolutions.
Training & Development
- Coordinate
internal and external training activities.
- Maintain
training attendance records and training reports.
- Support
NITA training administration and reimbursement documentation.
- Maintain
the annual training calendar.
- Track
completion of mandatory employee training programs.
Administration Duties
Administration processes management
- Coordination
of the administration team to ensure that all administration processes and
procedures are adhered to including safety and health environment,
facilities management, security, repairs and maintenance.
- Lead
coordinator for all administration related projects
- Facilities,
Housekeeping & Workplace Management
- Supervise
and coordinate the work of Housekeepers to ensure cleaning schedules and
standards are consistently achieved.
- Conduct
daily inspections of all hospital and office areas to ensure cleanliness,
hygiene, safety and professional presentation standards are maintained.
- Conduct
regular spot checks and ensure corrective action is taken where necessary.
- Manage
cleaning schedules, supplies, and service providers to ensure a safe and
conducive working environment.
- Coordinate
repairs, maintenance activities, and follow up on facility-related
complaints.
Petty Cash Administration
- Manage
petty cash in accordance with company policies and approved budgets.
- Process
petty cash payments, maintain accurate records, and ensure all
transactions are properly supported and authorized.
- Perform
petty cash reconciliations and prepare replenishment requests and
utilization reports.
Health, Safety & Security
- Assist
in coordinating safety and health activities.
- Maintain
safety records, inspection reports, and incident logs.
- Support
workplace safety awareness programs.
- Coordinate
fire drills and safety training logistics.
- Follow
up on corrective actions arising from safety inspections.
Insurance & Licensing Administration
- Maintain
insurance records and renewal schedules.
- Support
processing of insurance claims and employee medical cover queries.
- Track
organizational licenses and permits and follow up on renewals.
- Maintain
administration compliance records.
Soft Skills
- Provide
timely support to employees and departmental managers.
- Respond
professionally to internal and external inquiries.
- Maintain
positive working relationships with all stakeholders.
- Ensure
HR and administration requests are addressed within agreed timelines.
- Uphold
professionalism, confidentiality and integrity in all interactions
- Understand
there is no extraordinary situation enough to excuse lack of courtesy
toward any team member or colleagues from other department
Knowledge and Skills Required
- Bachelor's
degree in human resource management, Business Administration, Social
Sciences or related field.
- Member
of good standing in relevant professional regulatory body (IHRM)
- 1-3
yrs of experience in a HR and/or Administration role
- Ability
to work effectively both independently and as part of a team.
- Strong
communication and customer service skills
- Proactive
and assertive with strong relational and networking skills.
- Strong
time management skills and self-motivation skills
- Able
to meet strict deadlines under minimal supervision.
Application Deadline: [05.07.2026]
Method of Application
send your CV and cover letter to: careers@cityeyehospital.or.ke
Fundraising & Partnerships Lead at City Eye Hospital
About City Eye Foundation
City Eye Foundation exists to expand access to quality eye
care for underserved communities through sustainable partnerships, outreach
programs, and donor-supported initiatives. The Foundation funds and supports
the outreach operations of City Eye Hospital, working with NGOs, foundations,
corporates, and community partners to ensure no one is left behind due to lack
of affordable eye care.
Role Details
- Role
Title: Fundraising & Partnerships Lead
- Reporting
To: Strategic Lead
- Employment
Type: Full-Time
- Location: Nairobi,
Kenya
Role Purpose
The Fundraising & Partnerships Lead will drive
sustainable fundraising, partnership development, donor engagement, and grant
execution for City Eye Foundation. The role ensures consistent resource
mobilization to support outreach and impact programs, while building a strong
and diverse partnerships pipeline that positions the Foundation competitively
within Kenya’s development and philanthropic ecosystem.
Working closely with the Strategic Lead and internal
hospital teams, this role serves as the primary external interface with donors,
foundations, NGOs, corporate CSR partners, faith-based organisations, and other
strategic stakeholders.
Key Responsibilities
Fundraising Strategy & Resource Mobilization
- Develop
and implement a structured fundraising strategy aligned to the
Foundation’s goals.
- Develop
annual fundraising targets and budgets, and track performance against
them.
- Identify
and pursue funding opportunities from foundations, corporate CSR programs,
faith-based organisations, and philanthropic networks.
- Lead
development and submission of high-quality concept notes, proposals, and
grant applications.
- Build
and maintain a strong, well-managed donor pipeline.
Partnership Development & Stakeholder Engagement
- Identify
and manage relationships with NGOs, foundations, corporate CSR partners,
faith-based organisations, and government bodies.
- Build
and sustain strategic partnerships aligned with the Foundation’s mission
and outreach priorities.
- Represent
the Foundation in external stakeholder engagements, forums, and networking
events to strengthen visibility and positioning.
- Support
negotiation and establishment of partnership agreements, ensuring legal
and compliance requirements are met.
Donor Stewardship & Compliance
- Lead
proposal development, donor reporting, and compliance across all active
grants and partnerships.
- Prepare
timely, high-quality donor reports and updates in line with partnership
obligations.
- Monitor
compliance with funding conditions and ensure commitments under
partnership agreements are fulfilled.
Internal Coordination & Impact Tracking
- Coordinate
with internal hospital and Foundation teams to align outreach funding
requirements.
- Ensure
the Foundation funds the outreach requirements of City Eye Hospital as
guided by the Foundation strategy.
- Support
the establishment of monitoring and evaluation systems and track impact
metrics across funded programs.
Qualifications & Experience
- Bachelor’s
degree in Development Studies, Business, Public Health, Social Sciences,
or a related field.
- Certification
in Project Management or Fundraising is an added advantage.
- Proven
experience in NGO fundraising, grants management, or partnerships
development.
- Demonstrated
success in building institutional partnerships and securing funding.
- Strong
proposal writing, concept note development, and donor reporting skills.
- Proven
ability to operate effectively in complex, multi-stakeholder environments.
Core Competencies
- Strategic
thinking and planning ability.
- Strong
relationship management, networking, and negotiation skills.
- Excellent
written and verbal communication skills.
- High
integrity and accountability.
- Results-driven
with strong organisational skills.
- Entrepreneurial
mindset with initiative and problem-solving capability.
Key Performance Indicators
- Funding
raised against annual targets.
- Number
and quality of partnerships secured.
- Timeliness
and quality of donor reporting.
- Growth
in the Foundation’s active funding pipeline.
- Impact
metrics achieved through funded outreach programs.
How to Apply
Interested candidates should send their CV and cover letter
to careers@cityeyehospital.or.ke with
the subject line: Fundraising & Partnerships Lead Application. Application
Deadline: 6th March 2026