Recruitment for Customer Experience Executive at ISN Medical | Lagos | Apply Now
ISN Medical is the leading supplier of Medical Diagnostic Products and Services in Nigeria. Our mission is to give healthcare practitioners and patients peace of mind through innovative medical diagnostic solutions.
We are recruiting to fill the position below:
Job Title: Customer Experience Executive
Location: Lagos
Role Purpose
- The Customer Experience Executive will be responsible for delivering a seamless and consistent customer experience across the customer journey.
The role will serve as a key link between customers and internal teams, ensuring that customer needs, complaints, feedback, and service requests are effectively managed and resolved. - The role will also contribute to Customer Experience (CX) improvement initiatives, Voice of Customer (VoC) analysis, customer retention, and service performance monitoring.
Key Responsibilities
Customer Relationship Management:
- Serve as a key point of contact for customer-related enquiries.
- Build and maintain strong relationships with customers.
- Proactively follow up with customers after sales, deliveries, installations, repairs, and other service engagements.
- Identify customer needs and ensure appropriate internal teams are engaged.
Complaint & Service Request Management:
- Receive, document, track, and coordinate resolution of customer complaints and service requests.
- Maintain ownership of customer issues until resolution and provide customers with timely updates.
- Escalate critical or recurring issues appropriately.
Customer Retention & Engagement:
- Support customer retention and reactivation initiatives.
- Identify opportunities for improving customer loyalty and engagement.
- Support customer engagement activities, campaigns, and customer appreciation initiatives.
- Support the execution of Customer Satisfaction, NPS, CSAT, CES and other CX measurement initiatives.
Customer Journey & Process Improvement:
- Identify gaps and friction points across the customer journey.
- Recommend and support initiatives that improve customer experience and operational efficiency.
- Work with relevant teams to improve response times, communication, order fulfilment, and complaint resolution.
Reporting & CX Analytics:
- Maintain accurate customer interaction and complaint records in the CRM.
- Generate periodic CX reports and highlight trends, risks, and improvement opportunities.
- Support management with data-driven recommendations for improving customer experience.
Must have skills:
- Excellent written and verbal communication skills
- Strong analytical and problem-solving ability.
- 3–5 years’ experience in customer experience, customer service, account management, or a related customer-facing role.
- Ability to collect, analyze, and interpret customer feedback and CX data.
- Experience using a CRM or customer management system.
Good to have skills:
- Experience in medical devices, diagnostics, laboratory equipment, pharmaceuticals, healthcare distribution, or scientific products.
- Experience with Microsoft Dynamics 365, Salesforce, or similar CRM/ERP platforms
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Recruitment for Customer Experience Executive at ISN Medical | Lagos | Apply Now
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Important Notes
- The above statements are intended to describe the general nature and level of work to be performed by those assigned to this function.
- It should not be construed as an exhaustive list of all responsibilities, tasks and skills required of persons so classified.
- All employees may be required to undertake other responsibilities in addition to those specified from time to time, as required.
- We do not charge any application, processing, training, interview, testing or any other fees in connection with the application or recruitment process. If you receive a fee request, please ignore it.
- Also, please note that logos, slogans, names and titles are easily copied and reproduced. Therefore, particular care should be taken when submitting personal information on the web.
- We are an equal opportunity employer that values inclusiveness and diversity. We do not discriminate on the basis of color, race, nationality, religion, age, ethnic origin, disability, gender, marital status or orientation gender in our employment practices
- Our employees are all equally talented in unique ways: we come from diverse traditions, personal experiences and perspectives. And we want to include your ideas, are you ready to inspire us with your ideas?
- We encourage all applicants to apply and do not discriminate in any recruitment process.
- Applications submitted after the deadline will not be considered.
- Due to the necessity of the position, we are entitled to appoint a candidate who matches the required profile before the above deadline
- Only qualified candidates will be invited for an interview
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