Vacancy title:
Customer Experience Officer

[Type: FULL_TIME, Industry: Healthcare, Category: Customer Service, Healthcare]

Jobs at:
Premier Hospital

Deadline of this Job:
Thursday, November 27 2025

Duty Station:
Nairobi | Nairobi | Kenya

Summary
Date Posted: Monday, November 17 2025, Base Salary: Not Disclosed

Similar Jobs in Kenya
Learn more about Premier Hospital
Premier Hospital jobs in Kenya

JOB DETAILS:

JOB PURPOSE

The Customer Experience Officer is responsible for ensuring the efficient operation of Premier Hospital's customer service functions, delivering exceptional service to patients and visitors, and enhancing overall patient satisfaction. The role involves managing patient flow, handling inquiries, and maintaining high standards of service in line with the hospital's commitment to excellence in healthcare delivery.

MAIN DUTIES AND RESPONSIBILITIES

Deliver Exceptional Customer Service.

Manage the Customer Experience Desk

Call Center Operations

Outpatient Department Coordination

Quality Management System Compliance.

Doctor and Room Management

Appointment Scheduling and Management

Enquiry and Feedback Management

Training and Standards Enforcement

Patient Orientation and Guidance

MINIMUM REQUIREMENTS/ QUALIFICATIONS

Diploma in Front Office Operations, Hospitality Management, or a related field.

Formal training in customer service or customer care.

2-3 years of experience in a customer-facing role in a busy service environment.

Experience working in a hospital or healthcare setting is an added advantage

PERSONAL CHARACTERISTICS AND COMPETENCIES

Strong interpersonal and communication skills (both oral and written).

High levels of empathy, patience, and problem-solving abilities.

Proficient in handling customer complaints, conflict resolution, and crisis management.

Excellent time management and organizational skills.

Ability to think critically and make informed decisions that enhance patient care and service delivery.

Familiarity with customer experience management trends and tools.

Work Hours: 8

Experience in Months: 24

Level of Education: professional certificate

Job application procedure
Interested in applying for this job? Click here to submit your application now.

If your background, experience and competence match the above specifications, please send us your application (cover letter & CV/Resume) quoting the job title on the subject (CUSTOMER EXPERIENCE OFFICER), your current and expected remuneration, testimonials and full contact details of 3 referees.The application should be received not later than 5.00pm on 27th November, 2025. We shall ONLY accept ONLINE applications. Interviews will be conducted on a rolling basis. Due to the high number of applications, only shortlisted candidates will be contacted.

All Jobs | QUICK ALERT SUBSCRIPTION