The Nairobi Hospital is hiring a Customer Experience Assistant to support guest relations, customer service operations, and feedback management within the hospital.
This role is ideal for professionals with strong communication and customer service skills who can work in a fast-paced healthcare environment while ensuring a positive experience for patients and visitors.
Job Summary
Job Title: Customer Experience Assistant
Company: The Nairobi Hospital
Location: Nairobi
Job Type: Full-Time
Reference Number: TNH/HHR/CEA/04/2026
Application Deadline: 22nd May 2026
What You’ll Be Doing
The Customer Experience Assistant will serve as the first point of contact for visitors and patients while supporting customer service standards across the hospital. The role also involves handling feedback, resolving complaints, and supporting customer experience improvement initiatives.
Key Responsibilities
- Receive and assist guests visiting the hospital
- Provide information and guidance to visitors and patients
- Handle customer complaints and follow up on resolutions
- Log customer feedback into the online system
- Monitor team attendance through log sheets
- Support customer service training across departments
- Conduct customer loyalty score analysis and reporting
- Audit telephone etiquette standards
- Participate in marketing and CSR activities
- Perform additional duties assigned by the supervisor
Requirements
- Bachelor’s Degree or Diploma in Front Office Operations, Information Studies, Public Relations, Customer Service, Business Management, or related field
- Computer literacy skills
- Minimum of 4 years of relevant work experience
- Experience in a hospital environment is an added advantage
Skills and Competencies
- Strong customer service and communication skills
- Active listening and problem-solving abilities
- Ability to multitask and work under pressure
- Good interpersonal and relationship management skills
- Accountability and integrity
- Teamwork and adaptability
Why This Role Stands Out
This position offers an opportunity to work in a leading healthcare institution while contributing directly to patient and visitor satisfaction. It is suitable for customer service professionals interested in healthcare administration and patient experience.
Ideal Candidate
- Friendly and professional
- Calm under pressure
- Strong communicator with excellent interpersonal skills
- Detail-oriented and organized
- Passionate about delivering quality customer experiences
How to Apply
Submit your online application including:
- Cover Letter
- CV/Resume
- Testimonials
- Contact details of 3 referees
Applications should be sent before 22nd May 2026.
Email: recruitment@nbihosp.org