Customer Experience Assistant

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

If your background, experience and competence match the above specifications, please send us 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 22nd May, 2026. We shall ONLY accept ONLINE applications.

The Nairobi Hospital does NOT charge recruitment fees.
Head of Human Resources
The Nairobi Hospital
P. O. Box 30026 – 00100
NAIROBI