JOB TITLE: Customer Experience Officer
JOB LOCATION: Ikoyi, Lagos
JOB DETAILS:
- 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 2 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.
Application Closing Date
Not Specified.
Apply Now
Job Features
Job Category | Customer Service |