Customer Service Manager
Location: Lekki Phase 1, Lagos
Employment Type: Full-time
Job Summary
- Are you a strategic, people-oriented professional with a passion for delivering exceptional patient experience?
- We are seeking a smart, proactive, and highly organized Customer Service Manager to lead and optimize all patient-facing interactions, ensuring excellence at every touchpoint
- The CSM serves as a bridge between clients and the hospital, ensuring that services align with client expectations.
Key Responsibilities
Patient & Client Relationship Management:
- Develop and maintain strong relationships with patients and families.
- Serve as the primary contact for client inquiries, concerns, and feedback.
- Ensure seamless coordination between departments to enhance client satisfaction.
- Follow up on patients’ post-visit to assess satisfaction and encourage loyalty.
Complaint Resolution & Service Recovery:
- Receive, document, and manage patient complaints professionally.
- Track trends in complaints and recommend service improvement strategies.
Client Retention & Experience Enhancement:
- Design and implement patient engagement strategies.
- Monitor patient satisfaction metrics.
- Ensure consistency in service standards across touchpoints (front desk, billing, clinical units).
Revenue & Growth Support:
- Support marketing campaigns through client follow-up.
- Track conversion rates of inquiries to paid services.
Data Management & Reporting:
- Generate weekly and monthly performance reports.
- Analyze trends in patient acquisition, retention, and satisfaction.
Qualifications & Requirements
- Bachelor’s Degree in Business Administration, Marketing, Healthcare Management, or related field.
- Minimum of 3–5 years’ experience in customer relationship management (preferably in healthcare).
- Strong communication and interpersonal skills.
- Proficiency in CRM software and Microsoft Office.
- High emotional intelligence and conflict resolution skills.
Core Competencies:
- Relationship Building
- Negotiation & Persuasion
- Problem Solving
- Data Analysis & Reporting.
- Professionalism & Confidentiality
Salary
N250,000 - N350,000 monthly.
Application Closing Date
30th April, 2026.
How to Apply
Interested and qualified candidates should send their CV to: hr@clearviewhospitalng.com / clearviewhospitalhr@gmail.com using "Application for Customer Service Manager" as the subject of the mail.