About the Role
ISN Medical is seeking a dedicated and dynamic Customer Experience Executive to deliver seamless and consistent support across the customer journey for healthcare practitioners and patients across Nigeria and West Africa. In this vital role, you will act as the primary bridge between our valued clients and internal teams, ensuring all inquiries, service requests, and feedback are managed with excellence. If you are passionate about healthcare diagnostics and creating outstanding customer interactions, we invite you to apply.
Key Responsibilities- Serve as the primary point of contact for customer inquiries and build enduring professional relationships.
- Proactively follow up with clients post-sale, post-installation, and following service engagements.
- Receive, document, track, and coordinate the swift resolution of customer complaints.
- Support customer retention, loyalty campaigns, and satisfaction measurement initiatives like NPS, CSAT, and CES.
- Identify friction points across the customer journey and recommend process improvements to boost operational efficiency.
- Maintain accurate interaction records in the CRM and generate actionable periodic CX reports.
- Bachelor's degree in a relevant field.
- 3 to 5 years of proven experience in customer experience, customer service, or account management.
- Excellent written, verbal communication, and problem-solving skills.
- Proficiency in CRM software such as Microsoft Dynamics 365 or Salesforce.
- Prior experience in medical devices, diagnostics, pharmaceuticals, or healthcare distribution is a strong advantage.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional development in the healthcare sector.
- A collaborative, innovative, and impactful work environment.