Job Description
Overview of the Role\nThe overall purpose of this job is to receive and provide assistance to guests in the hospital in line with established customer service standards. Serving as the primary face of the institution, the jobholder ensures that all visitors receive a high standard of service and information while maintaining the hospital's reputation for excellence.\n\n### Roles and Responsibilities\n- Receive guests as the first point of contact for visitors into the Hospital and provide them with information.\n- Receive, attend to, and escalate client complaints and follow-up on actions to ensure closure.\n- Log customer feedback into the online system and check log sheets to ensure team members have put in expected hours.\n- Provide training on customer service to departments on a need basis.\n- Conduct monthly customer service loyalty scores by compiling the analysis to ensure each department has met the set standard.\n- Carry out regular audits on telephone etiquette to ensure high standards are maintained.\n- Participate in marketing and CSR activities.\n- Any other responsibilities that may be assigned to the jobholder by the supervisor from time to time.\n\n### Education and Work Experience\n- Bachelor's Degree or Diploma in Front Office Operation, Information Studies, Public Relations, Customer Service, Business Management, or equivalent qualification from a recognized institution.\n- Computer Literate.\n- Minimum of four (4) years’ relevant experience.\n- Experience in a hospital environment is an added advantage.\n\n### Core Competencies\n- Exceptional customer service and communication skills including active listening.\n- Strong problem-solving skills and ability to provide timely feedback.\n- Ability to remain calm under pressure and multitask effectively.\n- Strong interpersonal and relationship management skills (including consensus building).\n- Agility and the ability to think on one’s feet.\n- High levels of integrity and accountability.\n- Effective team-working skills.\n\n### How to Apply\nIf your background, experience, and competence match the specifications, please send your application (cover letter & CV/Resume) quoting the job reference number , testimonials, and full contact details of 3 referees to reach the undersigned not later than . Applications should be sent via email to . Only online applications will be accepted.
