Customer Service Officer at IBFCAlliance Limited

Details:

IBFCAlliance Ltd seeks to fill the role of Customer Service Officer for one of its clients – a premier clinic and hospital that provides ophthalmologic care in Nigeria and focused on providing excellent and quality eye care services through efficient training and education, with patient satisfaction and well-being.

The Customer Service officer is the hospital gatekeeper responsible for delivering excellent service to patients and maintaining high customer satisfaction. He/She is also the custodian of the Hospital Record Management System/Customer Relations Management and is responsible for maintaining a high level of confidentiality of patient information.

Duties and Responsibilities

• General Administrative Work
• Open and maintain patient records
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Place or cancel appointments

• Keep patient records and file documents
• Utilize computer technology to manage patient records
• Manage patient information and other pertinent information such as addresses and phone numbers
• Advise patients on company information
• Compile reports on overall customer satisfaction
• Resolve customer complaints via phone, email, mail or social media

Communication

• Manage and record all incoming and outgoing calls and messages to ensure a database for future reference is maintained
• Greet customers warmly and ascertain problem or reason for calling
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Work with Hospital Admin Manager to ensure proper customer service is being delivered

Calendar and Agenda

• Manage and schedule meetings for the Hospital MD
• Manage requests for meetings by key stakeholders or other outside parties
• Preparation, facilitation and co-ordination of meetings
• Co-ordinate relevant meetings, appointments and functions
• Qualifications and Experience Required
• Diploma or equivalent; University degree preferred
• Proven customer services experience
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication skills
• Ability to multi-task, prioritize and manage time effectively

Working Conditions/Physical Requirements
Role is based in Lagos

Responsibilities and job description may be refined with changing business needs.