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- Lead and manage the customer service team to ensure prompt, accurate, and professional handling of all patient and partner inquiries.
- Design and implement customer experience strategies that improve satisfaction, retention, and engagement.
- Establish service quality standards and monitor performance through KPIs such as response time, resolution rate, and customer satisfaction scores.
- Collaborate with operations, product, and marketing teams to identify and resolve recurring customer issues.
- Analyze feedback and data to recommend process improvements and policy updates.
- Oversee training and development programs for the customer service and support team.
- Manage escalations and complex cases, ensuring timely and satisfactory resolutions.
- Prepare regular reports and insights for management on customer trends, challenges, and opportunities.
- Bachelor's degree in Pharmacy, Business, Communications, or related field.
- 4–6 years of experience in customer service, customer experience, or operations (healthcare or tech industry preferred).
- Proven ability to lead teams, implement systems, and manage performance metrics.
- Strong communication, analytical, and problem-solving skills.
- Familiarity with CRM tools, ticketing systems, and digital communication platforms.
- Empathetic and patient-focused, with the ability to balance efficiency and quality of care.
- Opportunity to lead and shape the customer experience in a growing healthcare technology company.
- Collaborative, mission-driven environment focused on improving access to healthcare.
- Professional growth and leadership development opportunities.
- Competitive salary, benefits, and performance incentives.
Customer Service Manager - Lagos, Lagos State - PHARMARUN
Description
Location:
Lekki, Lagos
Employment Type:
Full-Time
About Pharmarun
Pharmarun is a platform that provides fast and easy access to medication by aggregating a network of pharmacies to ensure people get their medication when and where they need it.
Role Summary
We are seeking a
Customer Experience Manager
to oversee all aspects of the customer journey, ensuring consistent, high-quality service delivery and satisfaction. This role involves managing the customer service team, monitoring service performance, and driving continuous improvement in how Pharmarun engages and supports its users.
The ideal candidate is analytical, process-driven, and passionate about healthcare and technology. They will be responsible for setting standards, developing feedback mechanisms, and ensuring that every interaction reinforces trust and reliability in our brand.
Key Responsibilities
Requirements
What We Offer
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Service Manager
Only for registered members Lagos
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Service Manager
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Service Manager
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Soft Services Manager
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Customer Service Manager
Only for registered members Lagos
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Soft Services Manager
Only for registered members Lagos
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Customer Service Manager
Only for registered members Lagos, Lagos State
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Customer Service Manager
Only for registered members Lagos, Lagos State
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Admin Service Manager
Only for registered members Lagos
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Customer Service Manager
Only for registered members Lagos, Lagos State
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Technical Service Manager
Only for registered members Lagos, Lagos State
-
Service Provider Manager
Only for registered members Lagos
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Technical Service Manager
Only for registered members Lagos
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Customer Service Manager
Only for registered members Lagos
-
Admin Service Manager
Only for registered members Lagos, Lagos State
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Customer Service Manager
Only for registered members Lagos, Lagos State
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Manager, Service, OSS
Only for registered members Lagos
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Client Service Manager
Only for registered members Lagos
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Customer Service Manager
Only for registered members Lagos
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Engineering Service Manager
Only for registered members Lagos
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Customer Service Manager
Only for registered members Lagos
