Job Title: Customer Experience Officer
Location: Abeokuta, Ogun
Employment Type: Full-time
About Eye Foundation Hospital;
Eye Foundation Hospital (Operated by Summit Healthcare Hospital Limited) is the leading eye care hospital in Nigeria with a vision to eliminate avoidable blindness in Nigeria and Africa. For over three decades, we have been at the forefront of delivering excellent and quality eye care through a network of primary, secondary, and tertiary eye care centers across Nigeria. We are a one-stop-shop for eye care with a wide range of comprehensive services of international standards offered by well-trained professionals with state-of-the-art equipment and environment. Renowned for our unwavering dedication and commitment to quality, we take pride in our esteemed reputation as a trusted and reputable healthcare institution.
Job Summary:
- A Customer Experience Officer performs informational and service-related duties on behalf of the hospital
- The Customer Experience Officer’s responsibilities include answering phone calls, resolving patient queries regarding medical care, and directing patients to the proper resources for further assistance with their issues.
Responsibilities:
- Providing help and advice to customers using the organization’s products or services.
- Communicating promptly, and 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 the use of computer packages/software.
- Preparation of 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 managers on initiatives to improve efficiency and ensure quality delivery of healthcare services to patients.
- Any other duties assigned from time to time.
Qualifications:
- A Bachelor’s Degree in Mass Communication / English / Social Sciences
- A minimum of 2 years experience in a similar role is required
- Experience in the healthcare sector is an added advantage.
- Must have completed NYSC
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
Core Values:
- Accountability
- Resourcefulness
- Ethics
- Flexibility
- Respectful Engagement
- Empathy.
Application Closing Date
19th February, 2025.
How to Apply:
Interested and qualified candidates should send their CVs to: careers@eyefoundationhospital.com using the Job title as the subject of the mail.
