Customer Service Officer at Bridge Clinic Limited (Lagos) | How to Apply

Bridge Clinic Limited is currently recruiting an experienced and patient-focused professional to fill the role of Customer Service Officer in Lagos. This opportunity is ideal for candidates with strong customer relationship management skills who are passionate about delivering exceptional patient experiences within a technologically advanced healthcare environment.

If you are seeking a full-time onsite role in Lagos with an organization renowned for quality care and international standards, this detailed guide explains everything you need to know about the Customer Service Officer job at Bridge Clinic Limited, including responsibilities, qualifications, benefits, and application steps.

About Bridge Clinic Limited

Bridge Clinic Limited is a leading fertility and reproductive healthcare provider in Nigeria. The clinic is dedicated to building a reliable, technology-driven healthcare system that delivers high-quality, cost-effective services while adhering to international best practices.

With a strong focus on patient-centered care, Bridge Clinic has established itself as a trusted name in fertility treatment, IVF services, and reproductive health solutions. The organization continues to invest in advanced medical technologies, skilled professionals, and innovative service delivery models to support patients throughout their treatment journey and beyond Nigeria’s borders.

Job Overview: Customer Service Officer

• Job Title: Customer Service Officer

• Location: Lagos

• Employment Type: Full-time (Onsite)

• Industry: Healthcare / Fertility Services / Customer Experience

The Customer Service Officer plays a critical role in shaping patient experience at Bridge Clinic. The position focuses on implementing customer service strategies that support revenue growth, improve patient journey management, enhance satisfaction, and strengthen long-term patient loyalty.

This role requires a blend of empathy, data-driven thinking, communication excellence, and collaboration with clinical and operational teams.

Key Responsibilities of the Customer Service Officer

1. Customer Service Strategy Implementation

• Implement Bridge Clinic’s Customer Service Strategy in alignment with organizational goals

• Execute defined process flows that improve service delivery and operational efficiency

• Develop and implement a customer service reporting framework

• Provide actionable insights and reports to senior management to support strategic decision-making

2. Revenue Growth and Business Impact

• Drive revenue growth by optimizing the patient journey to improve inquiry-to-treatment conversion rates

• Increase repeat treatment cycles and maximize patient lifetime value

• Protect recurring revenue through structured patient retention and re-engagement strategies

• Conduct proactive follow-up calls and engagement initiatives to reduce attrition and foster patient loyalty

3. Patient Journey Management and Experience

• Collaborate with Clinical Operations teams to manage the end-to-end non-clinical patient journey

• Design, monitor, and optimize patient touchpoints from initial consultation through treatment, pregnancy, and post-delivery follow-up

• Implement a compassionate and structured framework for managing patients who have experienced failed IVF cycles

• Coordinate counseling support, follow-up communication, and re-engagement strategies

• Manage multi-channel communication including calls, emails, SMS, and WhatsApp

• Provide timely updates, education, emotional support, and follow-up at every stage of the treatment process

4. Client Relationship Management (CRM), Data & Insights

• Serve as the primary owner of the CRM system, ensuring accurate and centralized patient data

• Execute CRM strategies to improve patient loyalty and encourage word-of-mouth referrals

• Implement engagement initiatives such as birthday and anniversary messaging

• Apply advanced data segmentation based on treatment stage, diagnosis, and outcomes

• Analyze CRM data to identify trends in patient satisfaction, journey drop-off points, and retention factors

• Translate data insights into practical recommendations for service improvement

5. Team Collaboration and Process Optimization

• Support a high-performing customer service team built on empathy, professionalism, and resilience

• Ensure compliance with Standard Operating Procedures (SOPs) for customer interactions and complaint resolution

• Work closely with Client Liaison Officers, CX Executives, Clinic Operations Managers, clinical teams, and marketing units

• Ensure seamless transitions from inquiry to treatment

• Collaborate with the Quality Team to ensure timely resolution of customer-related incidents

6. Customer Feedback and Complaint Management

• Establish and manage systems for collecting and analyzing patient feedback

• Oversee surveys, Net Promoter Score (NPS), testimonials, and Google reviews

• Implement structured service recovery programs to address complaints sensitively and professionally

• Turn challenging situations into opportunities to rebuild trust and strengthen patient relationships

Qualifications and Requirements

To be eligible for the Customer Service Officer position at Bridge Clinic Limited, applicants must meet the following criteria:

• HND or B.Sc. degree in a relevant field

• 2–3 years of experience in a similar customer service or client experience role

• Strong interpersonal skills with a collaborative and flexible work style

• Entrepreneurial mindset with the ability to identify service and revenue opportunities

• Excellent verbal and written communication skills

• Strong listening, negotiation, and persuasion abilities

• Proven CRM and project management skills

• Business research, reporting, and data analysis capabilities

Salary and Benefits

Bridge Clinic Limited offers a very attractive salary package, complemented by additional benefits, including:

• Competitive remuneration

• Career development opportunities

• Exposure to advanced healthcare service delivery

• Supportive and professional work environment

• Opportunity to work with a leading fertility healthcare provider in Nigeria

Why Work at Bridge Clinic Limited?

• Be part of a mission-driven healthcare organization

• Contribute directly to improving patient outcomes and experiences

• Work in a technologically advanced clinical environment

• Gain exposure to international healthcare standards

• Build a rewarding career in healthcare customer experience management

Application Deadline

• Application Closing Date: 16 January 2026

Early applications are encouraged, as only shortlisted candidates will be contacted.

How to Apply

Interested and qualified candidates can apply through either of the options below:

Option 1: Apply Online

Click here to apply via the official recruitment platform.

Option 2: Apply by Email

Send your CV to:
📧 hr@thebridgeclinic.com

Use “Customer Service Officer” as the subject of your email.

Important Notes for Applicants

• Application is completely free

• Ensure your CV highlights relevant customer service and CRM experience

• Only shortlisted candidates will be contacted

Frequently Asked Questions (FAQs)

Is this a remote position?

No. This is a full-time onsite role based in Lagos.

Is prior healthcare experience required?

Healthcare experience is an advantage but not mandatory if you have strong customer service and CRM skills.

What skills are most important for this role?

Communication, empathy, CRM expertise, data analysis, and patient relationship management are critical.

When is the deadline?

The application closes on 16 January 2026.

Final Thoughts

The Customer Service Officer role at Bridge Clinic Limited is a career-defining opportunity for professionals passionate about healthcare, patient experience, and service excellence. With an attractive compensation package and exposure to high-impact healthcare services, this position offers both professional growth and personal fulfillment.

Qualified candidates are encouraged to apply before the deadline.