Admin & Customer Service Lead
1 month ago
ABOUT THE COMPANY
Synapse Services is a privately owned and managed Center for Psychological Medicine with the head office in the heart of Nigeria. We provide first class psychological and psychiatric care as well as treatment of addictions, with a range of therapeutic programs suited to individual needs. Our purpose is to make timely and long lasting difference in the lives of individuals and families we support. Our treatment programs have mainly been developed by clinicians working in America, United Kingdom and Nigeria. We currently treat over 45 conditions across all our treatment sites. We also have International professionals who work with locally based clinicians for specialised assessments in areas where we struggle to find expertise in the local community or country.
JOB SUMMARY
Qualification and ExperienceFirst Degree in Business Administration, Human Resources or another relevant course. A master’s in business administration is favourablePrevious working experience in operations and administration for 4 yearsHands-on experience in employee administration and succession planning.Thorough knowledge of administrative changesExcellent organizational and leadership skillsExcellent communication, interpersonal and presentation skillsOutstanding analytical and problem-solving abilitiesProfessional certifications such as ICSAN, and CIPMN are highly favourableMethod of ApplicationInterested and qualified candidates should send their CV and Cover Letter to: the provided email address using the Job Title as the subject of the mail.
RESPONSIBILITIES
The Admin & Customer Service Lead will oversee administrative functions across multiple Treatment Centers in the Consortium, working closely with the ASM Admin.This role ensures efficient inquiry management, training, and the introduction of a structured documentation system.In addition to heading the training arm of the admin department, s/he will develop and implement Admin SOPs and policies, support the incident reporting committee, and represent the admin department in meetings.This position is dedicated to providing exceptional services, resulting in high customer satisfaction and positive feedback.Role and DutiesCustomer Service Lead Role and Responsibilities:Inquiries Management:Regularly review and ensure that inquiry logs are up-to-date, capturing all inquiries received and actions taken.Use the approved scripts when responding to inquiries to maintain consistency and professionalism.Ensure prospects and clients are treated with respect, consideration and sensitivity.Ensure inquiries are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure the patient is satisfactorily attended to.Monitor the follow-up process to guarantee timely responses and resolution of inquiries.Drive inquiry conversion rate across centres.Post live chat inquiries promptly in relevant groups and monitor the response rate of admin leads to these posts.Continuously develop and improve the Customer Service Manual and policies to improve customer service delivery.Documentation:Usethe CRM to document and maintain accurate customer service/inquiry records.Collaborate with other admin staff to design and implement a structured filing system. This system should cover inpatient agreements, DAMA forms, search forms, leave requests, rotas, employee files, and other administrative documents.Ensure these documents are easily retrievable, securely stored, and comply with confidentiality standards.Periodic Checks: Conduct regular audits of the filing systems to ensure compliance and address any issues.Training: Educate staff on the importance of proper filing and document management.Review each client intake process (EMR Documentation & File creation), gathering the necessary information and ensuring accurate and confidential record-keeping.Ensure allinpatients and outpatient appointments are logged on the Appointment tracking software.Ensure Discharge plans are logged in Setmore within 72 hours of a patient’s discharge.Customer Experience:Work with Admin Leads to ensure we provide exceptional services resulting in customer satisfaction and positive FeedbackDevelop a uniform patient experience process flow with scripts, processes and protocols that guide and educate Admin leads on their role in every aspect of the customer journey.Maintain systems for administering feedback to prospects, clients and their relations concerning our services, prices and operations via survey forms, telephone or in person.Produce monthly reports measuring customer satisfaction and disseminate feedback to the appropriate internal entities.Ensure customer issues are identified, escalated early and handled in line with the Complaints SOP.Administrative Roles and Responsibilities:Training and Development:Work with HR to ensure Admin Leads have regular in-house Customer Service Training.Regular Training Sessions: Plan and conduct regular training sessions for admin staff (Admin Leads, Cleaners, Cooks and other Staff) to keep them updated on best practices and new procedures.Train new staff on Setmore, Enquiry log systems, CRM, EMR, Documentation Spreadsheets and other Customer service-related software.Develop Training Materials: Create and maintain training slides and modules focusing on customer service guidelines and other relevant topics.Feedback Mechanism: Establish a system to gather feedback from training sessions to continuously improve the training process.Others:Be involved in developing rotas for operational staff (Drivers, Cooks, Security, etc.), oversee schedules and review nursing & support workers' rotas to ensure work schedules are in line with contract provisions.Manage Central / Head Office Meeting calendars to ensure centre meetings are held and action points are followed up.Support the Incident Reporting Committee ensuring staff are aware of the incident reporting process and incidents are reported and handled in line with the Incident reporting framework.Provide weekly reports to the ASM Admin’s office on the following; enquiry log, feedback and service delivery, complaints, Bed Occupancy and other relevant decision-making indices.Perform HR responsibilities at the locality level including but not limited to onboarding, staff documentation, recruitment, monitoring staffing levels, leave requests processing and working with the HR team in filling out vacancies and handling complaints/ performance issues.You may be expected to be part of special projects related to and non-related to your department.Perform other duties so assigned
REQUIRED SKILLS
Conflict and complaint resolution, Customer service, Office administration, management, Documentation and record keeping, Reporting, Written communication
REQUIRED EDUCATION
Bachelor's degree
-
Admin & Customer Service Lead
1 month ago
Portharcourt, Nigeria Synapse Services Full timeABOUT THE COMPANYSynapse Services is a privately owned and managed Center for Psychological Medicine with the head office in the heart of Nigeria. We provide first class psychological and psychiatric care as well as treatment of addictions, with a range of therapeutic programs suited to individual needs.Our purpose is to make timely and long lasting...
-
Customer Experience/Sales Representative
3 months ago
Portharcourt, Nigeria Skin101 Full timeWe are seeking to hire a creative and resourceful individual as a Customer Experience and Sales Representative. The role will involve being a devoted brand advocate for SKIN101 Center (Skin101 Clinics and its sister companies). The jobholder will develop, maintain, and build upon foundational relationships with customers to enable quality delivery of...
-
Internal Services Officer
4 weeks ago
Portharcourt, Nigeria SPIE Oil & Gas Services Full timeABOUT THE COMPANYSPIE is the independent European leader in multi-technical services in the areas of energy and communications. Our 45,500 employees are committed to achieving the energy transition and digital transformation alongside our customers.JOB SUMMARYAdministration:Maintains accurate reporting system of all items and database of requests for trend...
-
Internal Services Officer
4 weeks ago
Portharcourt, Nigeria SPIE Oil & Gas Services Full timeABOUT THE COMPANYSPIE is the independent European leader in multi-technical services in the areas of energy and communications. Our 45,500 employees are committed to achieving the energy transition and digital transformation alongside our customers.JOB SUMMARYAdministration:Maintains accurate reporting system of all items and database of requests for trend...
-
Group Finance Manager
1 month ago
Portharcourt, Nigeria George Houston Resources Limited (GHR) Full timeABOUT THE COMPANYGeorge Houston Resources Limited (GHR) Is A Human Resource Development And Management Consulting Firm Registered In Nigeria. GHR Assists Organizations To Achieve Their Corporate Visions And Objectives Through Integrated, Strategic And Solution-Oriented HR Consulting Services Using Best-Practice Methodologies. We Provide Our Clients With...
-
Group Finance Manager
1 month ago
Portharcourt, Nigeria George Houston Resources Limited (GHR) Full timeABOUT THE COMPANYGeorge Houston Resources Limited (GHR) Is A Human Resource Development And Management Consulting Firm Registered In Nigeria.GHR Assists Organizations To Achieve Their Corporate Visions And Objectives Through Integrated, Strategic And Solution-Oriented HR Consulting Services Using Best-Practice Methodologies.We Provide Our Clients With...
-
Intern - 2024 Batch B Corps Members-Rivers
4 weeks ago
Portharcourt, Nigeria ipNX Nigeria Limited Full timeABOUT THE COMPANYipNX is one of Nigeria’s fastest growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services. Our ability to identify, satisfy and exceed today’s market needs is a testament to over a decade of experience, our...
-
Intern - 2024 Batch B Corps Members-Rivers
3 weeks ago
Portharcourt, Nigeria ipNX Nigeria Limited Full timeABOUT THE COMPANYipNX is one of Nigeria's fastest growing Information and Communications Technology companies, serving a multitude of needs across enterprises, small businesses and residents with innovative, world-class services.Our ability to identify, satisfy and exceed today's market needs is a testament to over a decade of experience, our commitment,...
-
SAP - PM Analyst - M/F
1 month ago
Portharcourt, Nigeria SPIE Oil & Gas Services Full timeABOUT THE COMPANYSPIE is the independent European leader in multi-technical services in the areas of energy and communications. Our 45,500 employees are committed to achieving the energy transition and digital transformation alongside our customers.JOB SUMMARYKeen sense of Services to clientsCapability to evaluate Users requests and set prioritiesStrong...
-
Market Activation Manager
1 month ago
Portharcourt, Nigeria Ascentech Services Limited Full timeABOUT THE COMPANYABOUT US Ascentech services ltd is a full-fledged Human Resource Solution Provider incorporated in 2013 with its Head Office in Lagos, Nigeria. We are committed to forging long-term partnerships with our clients by creating and delivering robust and flexible services that address the changing needs of their business through our core...
-
Retail Manager
1 month ago
Portharcourt, Nigeria Cen Global Services Limited Full timeABOUT THE COMPANYCen Global Services Limited is one of the leading outsourcing companies in the Oil and Gas Industry in Port Harcourt, Rivers State.JOB SUMMARYQualifications Minimum of 7 years of experience in Commercial, Sales, Marketing, or Business Development, preferably in the oil & gas downstream sector. Excellent communication, negotiation, and...
-
Retail Manager
1 month ago
Portharcourt, Nigeria Cen Global Services Limited Full timeABOUT THE COMPANYCen Global Services Limited is one of the leading outsourcing companies in the Oil and Gas Industry in Port Harcourt, Rivers State.JOB SUMMARYQualifications Minimum of 7 years of experience in Commercial, Sales, Marketing, or Business Development, preferably in the oil & gas downstream sector. Excellent communication, negotiation, and...
-
Market Activation Manager
1 month ago
Portharcourt, Nigeria Ascentech Services Limited Full timeABOUT THE COMPANYABOUT USAscentech services ltd is a full-fledged Human Resource Solution Provider incorporated in 2013 with its Head Office in Lagos, Nigeria. We are committed to forging long-term partnerships with our clients by creating and delivering robust and flexible services that address the changing needs of their business through our core...
-
Area Sales Managers-Rivers
4 weeks ago
Portharcourt, Nigeria Willers Solutions Limited Full timeABOUT THE COMPANYOur mission is to deliver tangible business solutions to our clients that is consistent with value maximisation, innovation and integrity, leveraging our pool of competent and inspired personnel. Our guiding philosophy is predicated on the premise that what most companies and individuals have in common is either the dissatisfaction with...
-
Area Sales Managers-Rivers
4 weeks ago
Portharcourt, Nigeria Willers Solutions Limited Full timeABOUT THE COMPANYOur mission is to deliver tangible business solutions to our clients that is consistent with value maximisation, innovation and integrity, leveraging our pool of competent and inspired personnel.Our guiding philosophy is predicated on the premise that what most companies and individuals have in common is either the dissatisfaction with their...
-
Security Coordinator
1 month ago
Portharcourt, Nigeria SPIE Oil & Gas Services Full timeABOUT THE COMPANYSPIE is the independent European leader in multi-technical services in the areas of energy and communications. Our 45,500 employees are committed to achieving the energy transition and digital transformation alongside our customers.JOB SUMMARYAt least 2 years' experience supervising or managing a large security guard force or 5 years'...
-
Sales Executive
2 months ago
Portharcourt, Nigeria Ascentech Services Limited Full timeABOUT THE COMPANYABOUT USAscentech services ltd is a full-fledged Human Resource Solution Provider incorporated in 2013 with its Head Office in Lagos, Nigeria. We are committed to forging long-term partnerships with our clients by creating and delivering robust and flexible services that address the changing needs of their business through our core...
-
Technical Sales Manager
2 months ago
Portharcourt, Nigeria Ascentech Services Limited Full timeABOUT THE COMPANYABOUT USAscentech services ltd is a full-fledged Human Resource Solution Provider incorporated in 2013 with its Head Office in Lagos, Nigeria. We are committed to forging long-term partnerships with our clients by creating and delivering robust and flexible services that address the changing needs of their business through our core...
-
Trade Marketing Manager
1 month ago
Portharcourt, Nigeria RedCloud Technology Full timeABOUT THE COMPANYOur vision is to reinvent the way in which financial services and products are delivered. The company's goal is to pioneer the way in which more than 100 million businesses around the world access any financial product easily and securely, to help them succeed in the fourth industrial revolution.JOB SUMMARYQualifications and...
-
Treasury Manager
4 weeks ago
Portharcourt, Nigeria Deloitte Nigeria Full timeABOUT THE COMPANYDeloitte is the largest private professional services network in the world. Everyday, approximately 286,200 professionals in more than 150 countries demonstrate their commitment to making an impact that matters. Our West Africa practice serves multinationals, large national enterprises, small and medium-sized enterprises and the public...
