Customer Experience Assistant at Nairobi Hospital

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