Customer Service Manager

Customer Service Manager

Location: Festac, Lagos

Job Type: Full-time

Job Description

• We are seeking an experienced, professional, and leadership-driven Customer Service Manager to oversee our customer service operations at the Badagry branch.
• The ideal candidate will ensure exceptional patient experience, efficient front-line service delivery, and continuous improvement of customer satisfaction.

Responsibilities

• Lead and supervise the customer service team, including receptionists, call center representatives, and front desk officers.
• Develop and implement strategies to enhance patient experience and service quality.
• Handle escalated customer complaints and complex enquiries professionally and promptly.
• Monitor daily operations at the front desk, appointment scheduling, and patient flow.
• Train, mentor, and evaluate customer service staff to maintain high performance standards.
• Analyze customer feedback and implement improvements to service processes.
• Ensure accurate documentation, billing support, and proper use of the hospital management system.
• Collaborate with clinical, laboratory, and administrative teams to ensure seamless patient care.
• Maintain high standards of professionalism, confidentiality, and patient data protection.
• Prepare daily/weekly reports on customer service performance and patient satisfaction.

Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Mass Communication, or any related field.
• 4–6 years of customer service experience, with at least 2 years in a managerial or supervisory role.
• Previous experience in a hospital or healthcare environment is highly desirable.
• National Youth Service Corps (NYSC) certificate (completed).

Requirements & Skills:

• Strong leadership and team management skills.
• Excellent communication, problem-solving, and conflict resolution abilities.
• Customer-focused mindset with a passion for delivering outstanding service.
• Ability to work under pressure and manage multiple priorities effectively.
• Proficiency in hospital management systems, CRM software, and Microsoft Office tools.
• High level of integrity, empathy, and professionalism.
• Experience in the healthcare sector is a strong advantage.

Application Closing Date

Not Specified.

Method of Application

Interested and qualified candidates should send their CV to: hr.clinixfestac@gmail.com using the job title as the subject of the mail.