Customer Experience Officer at Eye Foundation Hospital

Eye Foundation Hospital (Operated by Summit Healthcare Hospital Ltd) 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.

We are recruiting to fill the position below:

Job Title: Customer Experience Officer

Location: Gwarinpa, Abuja (FCT)
Employment Type: Full-time

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
26th December, 2024.

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.