• Application Deadline: Mon, 24 Jun 2024 00:00:00 GMT
• Position: Customer Experience Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• City Ikeja


• Job Field Customer Care 
  

Job Summary

• A Customer Experience Officer performs informational and service-related duties on behalf of the hospital


• The Customer Experience Officer's responsibilities includes answering phones calls, resolving patient queries regarding medical care and direct patients to the proper resources for further assistance with their issues.

Responsibilities

• Providing help and advice to customers using the organization’s products or services.


• Communicating promptly, courteously with customers by telephone, email, letter and face to face.


• Investigating and solving customers problems, which may be complex or long-standing problems that have been passed on by other units.


• Conduct customer experience surveys.


• Producing written information for customers, often involving use of computer packages/software.


• Preparation for monthly report.


• Coordinating feedback or complaints procedures for customers using the Patient Satisfaction survey.


• Improving customer service procedures, policies and standards for the organization.


• Meeting with other managers to discuss possible improvements to customer service;


• Learning about the organization’s products or services and keeping up to date with changes;


• Provide pricing and service delivery information


• Direct requests and unresolved issues to the designated resource


• Record details of inquiries, comments, complaints and actions taken.


• Communicate and coordinate with internal departments


• Follow up on customer interactions


• Provide feedback on the efficiency of the customer service process


• Assisting in preparing correspondence to be sent out to clients.


• Work with other hospital manager on initiatives to improve efficiency and ensure quality delivery of healthcare services to patients.


• Any other duties assigned from time to time.

Qualifications

• A Bachelor's Degree in Mass Communication / English / Social Sciences


• A minimum of 2 years experience in a similar role is required


• Experience in healthcare sector is an added advantage.


• Must have completed NYSC

Skills and Competencies:

• Expert level written and verbal communication skills.


• Attention to Detail.


• Ability to work with minimal supervision


• Ability to work under pressure


• Empathy


• Accurate


• Quick to learn

Core Values:

• Accountability


• Resourcefulness


• Ethics


• Flexibility


• Respectful Engagement


• Empathy.