JOB DESCRIPTION CUSTOMER RELATIONS OFFICER Job Title: Customer Relations Officer Department: Marketing/ Customer Relations Reports To: Head of Marketing/ Customer Relations Location: Abuja, Nigeria Employment Type: Full-Time Experience: 0–2 Years 1. JOB PURPOSE The Customer Relations Officer is responsible for providing excellent customer service and maintaining positive relationships with clients, enrollees, healthcare providers, and other stakeholders. The role involves responding to enquiries, resolving complaints, providing accurate information, following up on customer requests, and ensuring a positive customer experience across all communication channels. The successful candidate should be customer-focused, professional, patient, organised, and able to communicate effectively with different categories of customers. 2. KEY RESPONSIBILITIES Customer Service and Relationship Management • Attend to customer enquiries through phone calls, emails, WhatsApp, walk-ins, and other approved communication channels. • Provide accurate and timely information to customers regarding the company's services, processes, and procedures. • Build and maintain positive relationships with enrollees, clients, healthcare providers, and other stakeholders. • Ensure customers receive courteous, professional, and prompt service at all times. • Follow up with customers to ensure their requests, enquiries, and complaints are properly resolved. Complaint Handling and Resolution • Receive, document, and acknowledge customer complaints and enquiries. • Investigate customer complaints and coordinate with relevant departments to resolve issues promptly. • Escalate unresolved or sensitive complaints to the appropriate supervisor or department. • Maintain proper records of complaints, resolutions, and customer interactions. • Monitor outstanding complaints and follow up until closure. Enrollee and Service Support • Assist enrollees with questions relating to their healthcare plan, access to services, and other general enquiries. • Liaise with relevant internal departments and healthcare providers where necessary to resolve enrollee concerns. • Support customers with information on approved healthcare facilities and available services. • Identify recurring customer issues and bring them to the attention of management for improvement. Administrative and Reporting Duties • Maintain accurate and up-to-date customer records and correspondence. • Prepare daily, weekly, or monthly customer service reports as required. • Record customer feedback and identify areas requiring improvement. • Maintain confidentiality of customer and company information. • Ensure all customer interactions are properly documented in the approved system. • Support the department with other administrative and operational activities as assigned. Customer Experience Improvement • Gather customer feedback and communicate relevant observations to management. • Identify opportunities to improve customer satisfaction and service delivery. • Promote a customer-first culture within the organisation. • Participate in customer service training and other professional development activities. 3. KEY PERFORMANCE INDICATORS (KPIs) Performance will be assessed based on: • Customer enquiries responded to within the approved service timeframe. • Customer complaints resolved within agreed timelines. • Customer satisfaction and feedback ratings. • Accuracy and completeness of customer records. • Follow-up and closure rate for outstanding customer issues. • Quality and professionalism of customer communication. • Timeliness and accuracy of customer service reports. • Compliance with company policies and customer service procedures. 4. QUALIFICATIONS AND EXPERIENCE • Bachelor's degree or HND in Business Administration, Marketing, Mass Communication, Public Administration, or a related field. • 0–2 years' relevant work experience in customer service, customer relations, administration, healthcare, insurance, or a related field. • Candidates with internship, NYSC, or relevant customer-facing experience may be considered. • Experience in an HMO, healthcare, insurance, or service-oriented organisation is an added advantage. 5. REQUIRED SKILLS AND COMPETENCIES • Excellent verbal and written communication skills. • Strong customer service and interpersonal skills. • Good listening and problem-solving abilities. • Ability to remain calm and professional when handling difficult customers. • Good organisational and time-management skills. • Attention to detail and accuracy. • Basic computer literacy and proficiency in Microsoft Office applications. • Ability to use email, WhatsApp, CRM, or other customer management platforms. • Ability to work effectively both independently and as part of a team. • Willingness to learn and adapt to new processes and systems. • Professional appearance and positive attitude. 6. PERSONAL ATTRIBUTES The ideal candidate should be: • Customer-focused and empathetic. • Polite, patient, and approachable. • Reliable and responsible. • Proactive and solution-oriented. • Honest and trustworthy. • Professional in dealing with customers and colleagues. • Able to work under pressure and manage multiple enquiries. • Willing to learn and develop professionally. 7. WORKING RELATIONSHIPS The Customer Relations Officer will work closely with: • Management • HR & Administration • Operations • Underwriting • Health Services • Accounts/Finance • IT • Healthcare Providers • Corporate Clients • Enrollees and other stakeholders 8. AUTHORITY AND RESPONSIBILITY The Customer Relations Officer is responsible for handling routine customer enquiries and complaints within approved procedures and service standards. Issues requiring management decisions, financial approval, policy interpretation, or exceptional intervention should be escalated to the appropriate supervisor or department. 9. CONFIDENTIALITY The officer shall maintain strict confidentiality regarding customer information, company records, business operations, and any other information obtained in the course of employment. All customer information must be handled in accordance with company policies and applicable data protection requirements. 10. GENERAL DUTIES The Customer Relations Officer shall perform any other reasonable duties related to customer service and business operations as may be assigned by the supervisor or management from time to time.