REF: TNH/HHR/CEA/04/2026
The overall purpose of this job is to receive and provide assistance to guests in the hospital in line with established customer service standards.
ROLES AND RESPONSIBILITIES
Receive guests as the first point of contact for visitors into the Hospital and provide them with information;
Receive, attend to and escalate client complaints and follow-up on actions to ensure closure;
Log in customer feedback into the online system;
Check the log sheet to ensure every team member has put in the expected hours;
Provide training on customer service to departments on need basis;
Conduct monthly customer service loyalty scores by compiling the analysis to ensure each department has met the set standard;
Carry out regular audit on telephone etiquette;
Participate in marketing and CSR activities; and
Any other responsibilities that may be assigned to the jobholder by the supervisor from time to time.
EDUCATION AND WORK EXPERIENCE
Bachelors 's Degree or Diploma in Front Office Operation /Information studies/Public
Relation /Customer Service / Business Management or equivalent qualification from a recognized institution.
Computer Literate.
Minimum of (four) 4 years' relevant experience.
Experience in a hospital environment is an added advantage
CORE COMPETENCIES
Customer service skills
Communication skills including active listening skills
Problem-solving skills
Ability to follow up actions and provide timely feedback
Ability to remain calm under pressure
Ability to multitask
Interpersonal skills
Relationship management skills including consensus building skills
Ability to think on one's feet - Agility
Integrity
Accountability
Team working skills