Client Experience Agent

Job Description

Client Experience Agent

Company: EHA Clinics
Location: Kano
Employment Type: Full-time
Department: Client Experience
Reports to: Assistant Manager, Client Experience

Mission Objective

EHA Clinics is seeking a Client Experience Agent to provide exceptional customer support and serve as a key point of contact between patients and healthcare providers.

The successful candidate will facilitate access to healthcare services, information, and resources while ensuring a positive patient experience through compassionate, efficient, and professional communication.

Key Responsibilities

Customer Support

• Respond to telephone calls, emails, and personnel requests for technical and customer support.
• Record customer information accurately on Odoo.
• Log appointments and raise support tickets on Odoo as required.
• Collect caller records and relevant family member contact information.
• Maintain confidentiality of customer and patient information.
• Alert supervisors to special concerns or issues requiring attention.

Engagement & Service Delivery

• Ensure calls are answered promptly and maintain the required average talk time.
• Conduct proper handover with incoming operators before the end of each shift.
• Document, track, and monitor customer issues to ensure timely resolution.
• Perform other duties required to maintain high levels of customer satisfaction.

Requirements

• B.Sc. or HND in a relevant discipline from a reputable institution.
• 2–3 years’ relevant customer service experience.
• Knowledge of commonly used concepts, practices, and procedures within a help desk environment.
• Computer literacy.
• Excellent communication and customer service skills.
• Strong problem-solving and initiative.
• Ability to work effectively under pressure.
• Good time management and organisational skills.
• Strong attention to detail.
• Caring, compassionate, professional, and empathetic approach.
• Ability to work effectively as part of a team.

Benefits

• NGN 120,960 monthly gross
• Health Coverage Benefit
• Performance Bonus
• 13th Month
• Annual Skills Assessment
• Annual Leave