Customer Service Manager at Clinix Healthcare Nigeria

Clinix Healthcare has 40 years of qualitative experience in Medical and Diagnostic services with over 120 centers across Africa. The state-of-the art Diagnostic Centre represents a milestone towards fulfilling Clinix strategic objectives in providing a world class integrated health system that ensures excellence in health and healthcare for all as a globally recognized destination for healthcare. Clinix Healthcare Nigeria is the first investment in West Africa. The Principal investor is Greenlife Pharmaceuticals and Bliss Gvs Pharmaceuticals. Both companies have outstanding repute in the Nigerian Healthcare industry.

We are recruiting to fill the position below:

Job Title: 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.