Contact / Call Center Executive at Skipper Eye-Q Hospitals Nigeria Limited

Skipper Eye-Q Super Speciality Eye Hospital is an International Eye Hospital chain with the presence of 30 in India and 5in Nigeria, handling all types of Eye Surgeries such as Cataract, Retina, Glaucoma, presbyopia, cornea, squint, refractive error, and other vision problems, having treated 10+ million patients. Our patients get the same treatment in Nigeria as in the US, UK, and India. We are 19Years in Eye Care and HMO Empanelled Hospitals.

We are recruiting to fill the position below:

Job Title: Contact / Call Center Executive

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Summary

• The Contact/Call Center Executive will serveas the first point of contact for patients and prospective clients.
• The role involves handling inbound and outbound calls, scheduling appointments, responding to inquiries, resolving complaints, and ensuring excellent customer service while maintaining accurate patient records.

Key Responsibilities

• Answer incoming calls professionally and courteously.
• Make outbound calls for appointment confirmations, follow-ups, reminders, and patient feedback.
• Schedule, reschedule, and cancel patient appointments.
• Provide accurate information about hospital services, doctors, procedures, locations, and operating hours.
• Handle patient complaints and escalate unresolved issues to the appropriate department.
• Register patient information accurately in the hospital management system.
• Follow up on missed appointments and encourage rescheduling.
• Maintain confidentiality of patient information in accordance with hospital policies.
• Coordinate with clinical and administrative departments to ensure smooth patient service.
• Meet daily call handling and service quality targets.
• Document all customer interactions and maintain accurate records.
• Support marketing campaigns by contacting existing and prospective patients when required.

Key Performance Indicators (KPIs)

• Average call handling time.
• First Call Resolution (FCR) rate.
• Appointment booking conversion rate.
• Patient satisfaction score.
• Call quality score.
• Number of calls handled per day.
• Follow-up completion rate.
• Attendance and punctuality.

Qualifications

• Bachelor's degree or HND in any relevant discipline.
• 1–3 years of experience in a call center, customer service, or healthcare environment.
• Previous hospital experience is an added advantage.

Required Skills:

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Pleasant telephone etiquette.
• Good listening and interpersonal skills.
• Ability to remain calm under pressure.
• Strong problem-solving abilities.
• Computer proficiency, including Microsoft Office.
• Experience using CRM or Hospital Management Systems is an added advantage.
• Ability to multitask and work in shifts.

Working Conditions:

• May require Saturdays and public holidays.
• Office-based with frequent use of telephone and computer systems.

Salary
N150,000 - N170,000 per month. 

Application Closing Date
30th September, 2026. 

How to Apply
Interested and qualified candidates should send their updated CV to: skippereyeqhospitals@gmail.com using the job title as the subject of the mail.