Incident Management Officer At Sixthlab Medical Nigeria Limited

Reports To: Operations Manager

About the Role

• We are seeking a professional, organised and customer-focused Incident Management Officer to serve as a key point of contact for customers and visitors.
• The officer will receive, document and coordinate the resolution of customer complaints, service incidents, enquiries and feedback, ensuring that issues are properly escalated, followed up and closed within agreed timelines.

Key Responsibilities

• Serve as a first point of contact for customers, visitors and clients.
• Receive and respond to customer enquiries, complaints and feedback through phone, WhatsApp, email and in-person interactions.
• Record and document all customer complaints, incidents and service issues.
• Escalate incidents to the appropriate department or responsible officer.
• Monitor and follow up on incidents until satisfactory resolution.
• Communicate updates to customers on the progress of their complaints or requests.
• Maintain accurate incident, complaint and customer feedback records.
• Identify recurring complaints and service issues and report them to management.
• Collect customer feedback and support initiatives aimed at improving customer experience.
• Prepare weekly and monthly reports on incidents, complaints, feedback and resolution status.
• Ensure customers and visitors receive professional, courteous and timely service.
• Support general front-desk and customer-facing administrative activities.
• Perform other duties assigned by management.

Key Performance Indicators

• Timely acknowledgement and resolution of incidents and complaints.
• Accuracy and completeness of incident records.
• Timely escalation of unresolved issues.
• Percentage of incidents closed within agreed timelines.
• Quality of customer feedback documentation.
• Customer satisfaction and service experience.
• Timeliness and accuracy of incident management reports.

Requirements

• B.Sc./HND in Science Laboratory Technology (SLT), Medical Laboratory Science, Health Administration, Business Administration, Mass Communication, Marketing, Public Administration or a related discipline.
• 1 - 2 years' experience in customer service, front desk, client relations, healthcare administration or a similar role.
• Excellent verbal and written communication skills.
• Strong listening, problem-solving and follow-up skills.
• Good computer and Microsoft Office skills.
• Ability to remain calm and professional when handling difficult customers or sensitive situations.
• Good documentation and organisational skills.
• Customer-focused, responsive and detail-oriented.