Customer Service Officer Job at Critters Veterinary Centre

Critters Veterinary Centre is a foremost veterinary centre of experienced professionals who provide diagnosis, treatement, x-ray, grooming and boarding services. We continually improve our system in order to provide exceptional services to our Pawrents who entrust the health and care of their pets to us.

We are recruiting to fill the position below:

Job Position: Customer Service Officer
Job Location: Lagos

Job Summary

• The customer service officer serves as a liaising point between clients and other departments (Medical, Vet Tech, Accounts, Operations, etc.) 
• The officer is primarily saddled with ensuring smooth communication by answering calls courteously/promptly, connecting requests to appropriate units, scheduling appointments, assisting clients in product or service purchase/ordering, and ensuring prompt delivery of product or service.

Job Description

• Courteously welcome clients with necessary information communicated in a smart and polite manner.
• Schedule appointments for services requested, consult responsible departments on information pertaining to pet and communicating associated cost or process to client according to written guidelines.
• Inform clients of essential documentation required and verifying that each client/pet information is accurate and properly inputted on our software and pet passport.
• Initiate and confirm transaction payment promptly with accurate billing communicated to client.
• Maintain and project a calm professional demeanour at all times when interacting with all clients.
• Promptly advise clients on pet handling in the reception area to avoid pet attack incidents.
• Be acquainted with procedures for handling all aspects of customer complaints or disputes.
• Reschedule pets/clients as directed by medical staff or front desk.
• Guide clients on locating the organization premises and choices of products offered per breed and age.
• Occasionally advise new pet owners on the essential products and services required for the pet.
• Observing strict patient confidentiality in dealing with clients/pets.
• Observe and validate services rendered especially boarding and grooming.
• Promptly communicate to interested departments on complaints/non conformities of services rendered.
• Comply with all processes and procedures of service delivery communicated by management.
• Communicate effectively with other departments on client requests.
• Provide adequate support to colleagues on patient/client information’s.
• Communication of customer complaints with Quality Assurance Officer in a timely and accurate manner.
• Ensure 95%-100% customer satisfaction at all times.
• Occasionally conduct duties not captured in this job description for the management.

Job Requirements

• Graduate of Arts, Social Science or any other related course.
• 2 - 3 years of experience as a customer service officer.
• Adequate knowledge of Microsoft Office Packages.
• Comprehensive understanding of customer service tenets.
• Adept in multi-tasking and reporting.
• Strong written and verbal communication.
• Exceptional inter-personal and teamwork personality.
• Prompt information delivery to client on arrival.
• Smart attention to details and information submitted by clients.
• Excellent reporting skills.

Note: Only qualified candidates will be contacted.