• Application Deadline:
• Position: Customer Experience Officer


• Job Type Full Time


• Qualification BA/BSc/HND , OND


• Experience 3 years


• Location Lagos


• Job Field Customer Care 
  

Locations: Mainland and Island, Lagos

Job Description

• This role is responsible for attaining flawless level of service at all points of customer contact, and enable superior quality experience for patients / visitors.


• This is a Customer Experience role; not customer service.


• Candidates with experience in the Healthcare, Telecommunications or Hospitality Industries are encouraged to apply.

Summary of Responsibilities

• Ensure hitch free and pleasant stay by patients evidenced in survey results.


• Enhance the value of services being provided by making the patient and the attendants comfortable and acquainted to the hospital.


• Maintain rapport with patients/customers/clients and medical team.


• Regularly communicate with patients to promote good customer satisfaction.


• Conduct regular customer satisfaction survey and prepare monthly report on complaints and initiatives adopted for resolution.


• Accurate tracking of patient feedback and discharge.


• Engage respective department heads to find out patient – friendly processes by discussing prevailing issues.


• Coordinate with all departments during investigation of complaints.


• Timely escalation of patient complaints to Customer Experience Manager and HOD.

Key Result Areas / Performance Goals:

• Timely management of customers’ grievances


• Appropriate and timely patient admission and discharge


• Compliance with standard operating procedures and policies.

Job Qualifications

• University Degree or Higher Diploma in Social sciences and Humanities


• Minimum of 3 years work experience.

Core Competencies:

• Previous experience as Customer Experience Officer is Key


• Ability to run surveys and analyze data


• Proficiency with the use of Microsoft applications: word, excel, power point, etc


• Experience in the hospitality/healthcare industry is an added advantage.


• Working knowledge and process improvement and operations management.


• Customer Service Orientation


• Excellent communication skills.

Behavioral Competencies:

• Pleasant disposition


• Interpersonal and communication Skills


• Service oriented, courteous, team player.