Customer Care Manager Job in a Healthcare Company in Lagos

Hamilton Lloyd and Associates – Our client is a start-up healthcare
company headquartered in the UK with presence in Nigeria and with
immediate expansion plans across Africa; with a focus on the delivery of
specialized digital healthcare services across the country.
As part of
the set-up of the Nigeria office, they are looking to hire young,
vibrant and driven candidates to fill the position below:

Job Title: Customer Care Manager
Job Summary

  • The Customer Care Manager ensure that the needs of customers are being satisfied.
  • Their aim is to provide excellent customer service and to promote this idea throughout the organisation.
  • The incumbent responsibilities may include updating patient
    records, connecting patients with healthcare services, or improving
    business practices.

Job Responsibilities

  • Helping to develop and implement a customer service policy for an entire organisation.
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Keeping accurate records of discussions or correspondence with customers.
  • Analysing statistics or other data to determine the level of customer service your organisation is providing.
  • Producing written information for customers, often involving use of computer packages/software.
  • Writing reports analysing the customer service that your organisation provides.
  • Developing feedback or complaints procedures for customers to use.
  • Improving customer service procedures, policies and standards for your organisation or department.
  • Being involved in staff recruitment and appraisals.
  • Training staff to deliver a high standard of customer service.
  • Leading or supervising a team of customer service staff.
  • Learning about your organisation’s products or services and keeping up to date with changes.
  • Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture
    an environment where they can excel through encouragement and
  • Finding ways to measure customer satisfaction and improve services.
  • Managing a team of customer services staff.
  • Handling face-to-face enquiries from customers.
  • Providing help and advice to customers using the organisation’s products or services.
  • Communicating 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 customer
    service assistants.
  • Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities
  • Meeting with other managers to discuss possible improvements to customer service.
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Man Specification

  • Education: Bachelor’s degree and Masters in related Courses.
  • Experience Required: Minimum 5 years of related work experience in similar industry.

Required Skills/Abilities:

  • Communication skills that allow you to inform, help and advice
    customers clearly and to liaise effectively with other professionals.
  • Listening skills, to understand exactly what customers require.
  • Problem-solving skills.
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills.
  • Customer service orientation
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
  • Motivational skills and an ability to supervise and lead a team of customer service assistants.
  • Creative thinking, to be able to come up with new ideas to improve customer service standards.
  • An ability to work well under pressure.
  • Organisational and planning skills to develop customer services policies.
  • Good personal presentation, especially when working with customers face to face.
  • A commitment to improve your own customer service skills on an ongoing basis.
  • Proven working experience as a customer service manager
  • Experience in providing customer service support

How to Apply

Interested and qualified candidates should forward their CV’s to: kindly make the subject of the mail the job title.

Note: Only successful candidates will be contacted

Application Deadline  15th November, 2016 

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