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Mid-level Customer support, client care jobs in Lagos, Nigeria

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Intersect Consortium

Assistant Service Manager - Admin & Customer Service

Lagos, Nigeria

10 days remaining

The People Practice

Customer Success Specialist

Lagos, Nigeria

14 days remaining

Zenith Carex International Limited

CLOSED

Customer Relations Officer

Lagos, Nigeria

Closed 27 days ago

TTC Mobile

CLOSED

Customer Success Manager (Remote)

Lagos, Nigeria

Closed 14 days ago

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Candid Solutions

CLOSED

Customer Experience / Online Associate (Female)

Lagos, Nigeria

Closed 22 days ago

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Assistant Service Manager - Admin & Customer Service

Closing: May 30, 2024

10 days remaining

Published: May 17, 2024 (4 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Qualifications & Experience
  • Previous working experience in operations and administration for 6 years
  • First Degree in Business Administration / Human Resources or another relevant course. A master’s in Business Administration is favourable
  • Hands-on experience in employee administration and succession planning.
  • Thorough knowledge of administrative changes
  • Excellent organizational and leadership skills
  • Excellent communication, interpersonal and presentation skills
  • Outstanding analytical and problem-solving abilities
  • Professional certification such as ICSAN, CIPMN is highly favourable

Skills & Abilities:

  • Excellent organizational, corporate communication and time management skills
  • Superior quantitative and qualitative analytical skills
  • Problem solver able to keep calm and efficient under pressure and in crisis
  • Proven track record in engaging, inspiring and leading teams.
  • Successful track record in making independent, strategic decisions.
  • Extensive local and sector knowledge.

How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: the provided email address using the Job Title and Job Location as the subject of the mail.

Responsibilities
Qualifications & Experience
  • Previous working experience in operations and administration for 6 years
  • First Degree in Business Administration / Human Resources or another relevant course. A master’s in Business Administration is favourable
  • Hands-on experience in employee administration and succession planning.
  • Thorough knowledge of administrative changes
  • Excellent organizational and leadership skills
  • Excellent communication, interpersonal and presentation skills
  • Outstanding analytical and problem-solving abilities
  • Professional certification such as ICSAN, CIPMN is highly favourable

Skills & Abilities:

  • Excellent organizational, corporate communication and time management skills
  • Superior quantitative and qualitative analytical skills
  • Problem solver able to keep calm and efficient under pressure and in crisis
  • Proven track record in engaging, inspiring and leading teams.
  • Successful track record in making independent, strategic decisions.
  • Extensive local and sector knowledge.

How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: the provided email address using the Job Title and Job Location as the subject of the mail.

  • The ASM Admin & Customer Service is responsible for developing and maintaining the customer service activities of the organisations in the Consortium.
  • S/he is expected to provideleadership, direction and supervision to the entire Admin / Customer support department.

Duties

  • Receive customer requests, calls, emails etc. at the head office and at the same time provide supervision for the centres.
  • Ensure prospects and clients are treated with respect, consideration and sensitivity.
  • Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.
  • Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
  • Drive inquiry conversion rate across centres.
  • Work with HR to ensure Admin Leads have monthly in-house Customer Service Training.
  • Use and ensure Admin Leads also use the CRM to document and maintain accurate customer service/inquiry records.
  • Verify and ensure all centres have inpatients and outpatients appointments logged on Setmore.
  • Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive Feedback.
  • Develop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.
  • Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations either via survey forms, telephone or in-person.
  • Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.
  • Supervise to ensure best practice procedures are employed in the execution of customer service, documentation and internal processes to assure a safe workplace and living environment for employees, patients, and visitors.
  • Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
  • Make environmental rounds to assess head office facility needs and periodically visit centres within the catchment areas (Abuja) to gain the first experience of service delivery and daily activities.
  • Serve as the secretariat for the Monthly Management Meeting.
  • Ensure a meeting with all Admin Leads is held at least once monthly. Meetings should be minuted and action points achieved within the time frame.
  • Support administrative needs of the C.E.O. including but not limited to scheduling and preparing for meetings and calendar management.
  • Ensure proper filling and documentation; receive, dispatch and disseminate official correspondence to relevant officers.
  • Be part of the team responsible for the recruitment, training, induction and coaching of staff in the Admin Department.
  • Identify Staffing needs, complaints and performance issues and relate them to the HR team.
  • Coordinate and approve time off and scheduling; leave management for direct reports.

Tags

Customer support, client care jobs

Health care, medical industry jobs

Mid-level jobs

Jobs in Lagos

Jobs in Nigeria

Customer support, client care jobs in Lagos

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