Senior Customer Service

Job Type: Onsite - Full Time
Education: Bachelor’s Degree
Experience: Intermediate
Vacancies: 1
Skills: Customer Acquisition & Retention, Customer Communication & Advocacy, Customer Issue Resolution, Customer Data & Analytics

1. Job Description (JD)

Job Purpose

To lead and coordinate daily customer service activities, ensure excellent patient and visitor experiences, handle complaints and inquiries, and maintain high standards of customer satisfaction across Redat Medical Plaza. The position is responsible for guiding customer service staff and coordinating with clinical and administrative departments to ensure timely and effective service delivery.

Key Duties and Responsibilities
• Supervise, coordinate, and support daily customer service operations.
• Welcome and assist patients, visitors, and clients professionally and courteously.
• Ensure patients receive accurate information about medical services, departments, doctors, appointments, and service procedures.
• Handle complex patient complaints, inquiries, and service-related concerns and ensure timely resolution.
• Monitor patient flow and coordinate with relevant departments to minimize delays.
• Follow up on patient concerns from registration and consultation through service completion and exit.
• Guide and support customer service officers to maintain professional service standards.
• Monitor customer satisfaction and identify areas for service improvement.
• Coordinate with reception, call center, billing, nursing, and other departments to ensure smooth patient service.
• Ensure proper handling of patient feedback, complaints, and suggestions and maintain relevant records.
• Monitor staff attendance, punctuality, grooming, discipline, and professional conduct.
• Prepare daily, weekly, and monthly customer service performance reports.
• Ensure patient information and personal data are handled confidentially.
• Identify recurring service problems and recommend corrective and preventive actions.
• Perform other related duties as assigned by the immediate supervisor.

2. Job Specification (JS)

Educational Qualification
• Bachelor's Degree in Business Administration, Management, Marketing, Hospitality Management, or a related field.
• Additional training or certification in Customer Service is an advantage.

Work Experience
• Minimum of 3 years of relevant customer service experience.
• At least 1 year in a supervisory or team leadership position is preferred.
• Experience in hospitals, clinics, or other healthcare institutions is highly advantageous
• Please clearly indicate the position you are applying for in the subject line of your email.
Only shortlisted candidates will be contacted.
Application Email: redathealth155@gmail.com
For Further Information: 0994 03 00 02
Work Location: Bole, behind Alem Cinema, Addis Ababa. Conveniently accessible by public transportation from all directions.