Customer Relationship Officer

Location: Victoria Island, Lagos
Employment Type: Full-time

Description

• f you thrive in a high-volume customer engagement environment and have a proven track record of building strong customer relationships over the phone, we would love to hear from you.
• We are looking for a highly energetic and results-driven Customer Relationship Officer to join our team. I

Job Summary

• The Customer Relationship Officer will be responsible for managing inbound and outbound customer interactions, converting enquiries into appointments, strengthening patient relationships, following up on treatment plans, and delivering an exceptional customer experience at every touchpoint.
• Candidates with previous experience working in a call centre or high-volume customer contact environment will be given strong preference.

Key Responsibilities

• Meet individual and team targets for response time, call quality, appointment conversion, and customer satisfaction.
• Maintain accurate records of all customer interactions in the company's systems.
• Handle a high volume of inbound and outbound customer calls professionally and efficiently.
• Resolve customer complaints and escalate complex issues where necessary.
• Participate in customer engagement campaigns and promotional initiatives.
• Build and maintain positive relationships with patients through excellent communication and timely follow-up.
• Respond promptly to enquiries received via telephone, WhatsApp, email, and other communication channels.
• Convert enquiries into booked appointments and support treatment acceptance.
• Work closely with Customer Care, Clinical, and Business Development teams to ensure a seamless patient journey.
• Conduct follow-up calls to prospective and existing patients to encourage attendance, continuity of care, and patient retention.

Requirements

• Bachelor's Degree or Higher National Diploma (HND) in Mass Communication, Business Administration, Marketing, Customer Service, or a related discipline.
• Preference will be given to candidates who are currently working or have previously worked in a call centre or high-volume customer contact environment with demonstrable performance results.
• Good computer literacy and proficiency in Microsoft Office applications.
• Excellent verbal and written communication skills.
• Strong persuasive, negotiation, and relationship-building skills.
• Ability to multitask, work under pressure, and consistently meet performance targets.
• Proven ability to manage large call volumes while maintaining excellent service quality.
• 2–3 years' relevant experience in Customer Relationship Management, Customer Service, Telemarketing, or Contact Centre Operations.

Key Competencies:

• Sales and appointment conversion
• Problem-solving and conflict resolution
• Time management and attention to detail
• Strong interpersonal and communication skills
• Excellent telephone etiquette
• Customer relationship management
• Active listening and empathy
• Results orientation.
• Resilience and adaptability

What We Offer

• A supportive, collaborative, and performance-driven work environment.
• Competitive salary and performance-based incentives.
• The opportunity to make a meaningful impact on patients' lives through outstanding customer engagement.
• Career growth and professional development opportunities.

How to Apply
Interested and qualified candidates should send their CV and a cover letter to the Human Resources Department via: [email protected] or [email protected] using "Application – Customer Relationship Officer" as the subject of the email.

Note

• Beaconhill Smile Group is an equal opportunity employer committed to attracting talented professionals who are passionate about service excellence and delivering exceptional customer experiences.
• Only shortlisted candidates will be contacted.