Customer Service Manager at Clearview Hospital and Fertility

Clearview Hospital and Fertility is a trusted mother and child care center in Lekki, Lagos, Nigeria, offering expert services in advanced fertility treatment, fibroid removal, laparoscopic myomectomy, pediatric care, and comprehensive women’s and men’s reproductive health.

We provide a serene, family-friendly environment where patients receive affordable IVF in Lagos, minimally invasive fibroid surgery, fertility preservation for men and women, and surrogacy services in Nigeria, all delivered with compassion and clinical excellence.

We are recruiting to fill the position below:

Job Title: 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.