Customer Service Officer

Role Overview

This role is the main point of contact for patients, families, and other stakeholders who reach the hospital by phone or email. Day to day, you will handle a high volume of inquiries, resolve complaints, and relay essential information between clinical departments and the public – directly influencing how the hospital is perceived. Your work ensures that every interaction upholds the organisation’s commitment to patient comfort, clarity, and trust.

Key Responsibilities

• Respond to incoming calls and emails promptly, following internal policies for triage and escalation.
• Use phone, email, and written correspondence to build rapport with patients and their families, protecting and strengthening the hospital’s reputation.
• Deliver key messages—such as appointment changes, test results, or visiting rules—in a clear, reassuring manner.
• Track public feedback, conduct surveys or informal research on patient expectations, and present findings to management.
• Act as a bridge between departments, relaying patient concerns to clinical teams and ensuring spokespeople receive accurate briefings.
• Analyse each customer request or complaint, drawing on available resources (e.g., FAQs, shift handovers, supervisor input) to resolve issues on the spot or within a set timeframe.
• Maintain detailed records of interactions, updating the hospital’s customer database with notes that support continuous improvement.

Requirements & Qualifications

• Bachelor’s Degree or Diploma in Public Relations, Customer Service, or a closely related field from a recognised institution.
• At least two years of full-time experience in a customer-facing role (the same field as this position).
• Proven ability to handle multiple tasks simultaneously—juggling live calls, email queues, and administrative duties without losing focus.
• Strong verbal and written communication skills, with a knack for de‑escalating tense situations and explaining medical or administrative information simply.
• Comfort working in a fast‑paced healthcare environment; prior experience in a hospital or clinic is an advantage.
• Interpersonal skills that allow you to collaborate with doctors, nurses, administrators, and the public in a professional, respectful manner.
• High level of integrity and professionalism, especially when dealing with sensitive medical data or emotionally charged conversations.

What We Offer / Why Join

This position provides the opportunity to apply your communication and problem‑solving skills in a meaningful healthcare setting, where your daily work directly affects patient satisfaction and the hospital’s standing in the community. You will gain deep insight into how a medical institution manages its public image while building relationships across multiple departments.