Customer Service Officer at Bridge Clinic

Position Overview

• The Customer Service Officer is responsible for implementing customer service strategy for Bridge Clinic, impacting revenue growth through optimized patient journey management and utilization of client relationship tools that enhance operational excellence, service delivery, satisfaction, and patient loyalty.

Accountabilities and Responsibilities
Your scope of responsibilities will include but are not limited to the following:
Strategy Implementation:

• Implement the Customer Service Strategy and process flow in alignment with Bridge Clinic’s overall business objectives.
• Implement a customer service reporting framework and insights to Senior management, influencing broader operational and strategic decisions.

Revenue Impact & Growth:

• Drives Revenue Growth by optimizing the patient journey to improve conversion rates, improve repeat treatment cycles, and increase patient lifetime value.
• Protects Recurring Revenue by leading specialized retention and re-engagement strategies for patients through dragnet follow-up calls,  to reduce attrition rate and foster loyalty.

Patient Journey Management & Experience:

• Collaborate with Clinical Operations Staff to oversee  end-to-end non-clinical patient journey: Design, optimize and analyse touch point interaction from initial consultation through treatment, pregnancy, and post-delivery follow-up strategies.
• Implement a structured, compassionate framework for managing patients who have experienced failed IVF cycles. This includes tailored communication, counselling coordination, and re-engagement strategies.
• Proactive Patient Nurturing: Manage communication streams (calls, emails, SMS, WhatsApp) to provide timely updates, education, follow-up and emotional support at each stage of the treatment process.

Client Relationship Management, Data & Insights-Driven Strategy:

• Serve as the organizational owner of the CRM system, ensuring it is the central hub for all patient relationship data.
• Execute Customer relationship Management Strategies to improve loyalty and word –of-mouth referrals. This includes but not limited to anniversary and birthday messaging to clients
• Implement advanced segmentation (e.g., by treatment stage, diagnosis, cycle outcome) to enable personalized communication and targeted support campaigns.
• Analyze CRM data to identify trends in patient satisfaction, drop-off points in the journey, and factors influencing cycle success or patient retention.
• Translate data insights into actionable plans for operational improvements.

Team Membership & Process Optimization:

• Support a high-performing Customer Service team, fostering a culture of empathy, resilience, and excellence.
• Ensure adherence to Standard Operating Procedures (SOPs) for all customer service interactions, complaint resolution, and escalation pathways to medical and operational leadership.
• Collaborate closely with the Client Liaison Officers, CXEs, Clinic Operations Managers, clinical team and Marketing teams to ensure a seamless transition from inquiry to patient treatment and alignment on patient experience goals.
• Collaborate with the quality team to ensure timely resolution of all customer-related incidents.

Customer Feedback & Complaint Management:

• Institutionalize a robust system for timely collection, analysis and communication of patient feedback (surveys, NPS, testimonials, google reviews) for operational efficiency.
• Implement a structured service recovery program to effectively and sensitively address complaints, turning challenging situations into opportunities to rebuild trust.

Requirements

• HND/BSC with 2 - 3 years’ experience in a similar role
• High interpersonal skills with a collaborative and flexible work style
• Entrepreneurial mindset with the ability to spot sales opportunities
• Excellent verbal and written communication skills
• Excellent listening, negotiation and persuasion abilities
• CRM and Project Management Skills
• Business research and analysis skills

Salary
Very attractive with other benefits