Customer Service Team Lead at Lagoon Hospitals

Location: Ikoyi, Lagos

Description

• To deliver flawless level of service at all patient/customer touch points thereby creating superior experience for our patients.

Summary of Responsibilities

• Meet customer / patient service objectives by foreseeing requirements; preparing annual budgets; scheduling expenses
• Take part in the selecting, orienting, training, counseling and disciplining employees. Maintain rapport with consultants, patients and patient attendants.
• Determine customer/ patient service requirements by establishing open rapport with patients/ customers; visiting operational environment; conducting surveys; bench marking best practices
• Improve customer service quality by studying, evaluating, and redesigning processes, establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Maximize customer service by providing help desk resources and technical advice; resolving problems; disseminating advisories and new techniques, detecting and diagnosing problems
• Generate reports regarding bed occupancy, admissions, etc for management
• Inspire team members, and instill enthusiasm and drive.

Job Qualifications

• Post Graduate Degree in any field
• First Degree or equivalent in Humanities
• A Master’s degree in General Management is desirable
• 6 years’ experience 4 of which must have been spent in at least capacity of a team lead in preferably a Hospital

Core Competencies:

• Excellent communication skills
• Working knowledge of process improvement and operations management
• Negotiation
• Customer Service Orientation
• Computer literacy.