The Nairobi Hospital, a leading healthcare institution in Eastern Africa, is hiring a Customer Experience Assistant to receive and provide assistance to guests in line with established customer service standards.
Ref: TNH/HHR/CEA/04/2026 Deadline: May 22, 2026 Location: Nairobi, Kenya
About The Nairobi Hospital
The Nairobi Hospital is one of the leading healthcare institutions in Eastern Africa, committed to enabling good patient outcomes and shaping best clinical and non-clinical practice in line with its Strategic Plan (2025–2029).
Roles and Responsibilities
- Receive guests as the first point of contact for visitors into the Hospital and provide them with information
- Receive, attend to, and escalate client complaints and follow up on actions to ensure closure
- Log customer feedback into the online system
- Check the log sheet to ensure every team member has put in the expected hours
- Provide training on customer service to departments on a need basis
- Conduct monthly customer service loyalty scores by compiling analysis to ensure each department has met the set standard
- Carry out regular audits on telephone etiquette
- Participate in marketing and CSR activities
- Any other responsibilities assigned by the supervisor from time to time
Education and Work Experience
- Bachelor’s Degree or Diploma in Front Office Operations, Information Studies, Public Relations, Customer Service, Business Management, or equivalent qualification from a recognized institution
- Computer literate
- Minimum of 4 years’ relevant experience
- Experience in a hospital environment is an added advantage
Core Competencies
- Customer service and communication skills including active listening
- Problem-solving skills and ability to follow up on actions and provide timely feedback
- Ability to remain calm under pressure and multitask
- Interpersonal and relationship management skills including consensus building
- Agility, integrity, accountability, and team working skills
How to Apply
Send your application (cover letter & CV/Resume) quoting the job reference number TNH/HHR/CEA/04/2026, testimonials, and full contact details of 3 referees to recruitment@nbihosp.org by May 22, 2026.
The Nairobi Hospital does NOT charge recruitment fees. Only online applications will be accepted.
