Customer Experience Officer at Joybridge HR Solutions

Joybridge HR Solutions is a human resources consulting and management firm that helps organizations strengthen their workforce, improve employee engagement, and build effective HR systems. The company works with businesses to achieve success through smart talent management, compliance support, and practical HR strategies.

Job Details

Job Title: Customer Experience Officer
Location: Magodo Phase 2, Lagos
Employment Type: Full-time
Application Closing Date: 16th November, 2025

Role Overview

The Customer Experience Officer will ensure every client interaction is efficient, pleasant, and professional. This role focuses on improving the customer journey, resolving service issues, collecting feedback, and supporting the client service team to deliver excellent experiences that align with company standards.

Key Responsibilities

• Oversee the complete customer journey from first contact to post-service follow-up
• Identify service gaps and recommend effective solutions
• Coordinate smooth customer transitions across departments such as registration, consultation, billing, and discharge
• Design and manage systems for collecting client feedback through surveys, suggestion boxes, or follow-up calls
• Track complaints and service trends to identify areas for improvement
• Prepare and present monthly reports on customer satisfaction
• Work with other departments to improve service quality based on feedback
• Conduct regular service audits to ensure standards are met
• Respond promptly to inquiries and complaints
• Supervise the client service team to ensure professionalism and empathy
• Promote a culture of teamwork and continuous improvement
• Analyze waiting times and service flow to enhance customer experience
• Provide weekly and monthly updates on service performance

Qualifications and Skills

• Bachelor’s degree in Business Administration, Marketing, Hospitality Management, or a related field
• 2 to 3 years of experience in customer service or client experience management (preferably in the healthcare or service sector)
• Strong communication, analytical, and leadership abilities
• Proficiency in Microsoft Office and customer feedback tools
• Excellent emotional intelligence and conflict resolution skills

How to Apply

Interested and qualified candidates should send their CV using Customer Experience Officer as the subject of the email.