Customer Experience Officer at Eye Foundation Hospital Group (EFHG)

Location: Ikeja, Lagos
Reports To: Corporate Services Manager

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.

Key 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.

Qualification

• Bachelor’s degree in any Social Sciences or Humanities.
• 4 years’ experience in a similar role.
• Prior experience in the healthcare sector is an added advantage.

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

Computer Savvy Skills:

• Must be an intermediate level user of Microsoft office suite {Word, Excel and PowerPoint}

Core Values:

• Accountability
• Resourcefulness
• Ethics
• Flexibility
• Respectful Engagement
• Empathy