Customer Experience Reliever

About the role

Ital Global Limited is hiring a Customer Experience Reliever for a healthcare facility in Nairobi. The reliver acts as the first point of contact for patients and visitors, supporting frontline service delivery with professionalism, empathy and strict adherence to healthcare protocols such as patient confidentiality, data protection and infection control. It is a relief role requiring flexibility to cover shifts as assigned.

Key responsibilities

• Serve as the first point of contact for patients and visitors at the facility.
• Receive, screen and direct incoming calls, inquiries and walk-in patients appropriately.
• Support patient registration, appointment coordination and basic service guidance.
• Communicate clearly and professionally with patients while maintaining empathy and discretion.
• Address patient concerns and complaints promptly and escalate them when necessary.
• Maintain accurate records and relay messages to clinical and administrative teams.
• Uphold patient confidentiality, data protection and infection prevention protocols at all times.
• Cover shifts as required and assist where needed, keeping a visible, professional presence.
• Perform other related duties as assigned by management.

Required profile

• Diploma or Bachelor's degree in Communication, Public Relations, Customer Service or a related field.
• 6 months to 1 year of customer service experience is an added advantage; prior experience in a healthcare or service-oriented environment is desirable.
• Previous exposure to a hospital, clinic or medical service environment is an added advantage.

Required skills

• Strong verbal and written communication skills.
• High level of empathy, patience and emotional intelligence.
• Professional appearance and conduct suitable for a healthcare environment.
• Ability to multitask and stay calm under pressure.
• Reliable, punctual and flexible with work schedules.
• Basic computer skills, including Microsoft Office.

Compensation

• Training rate: Ksh 500 per day.
• Relieving rate: Ksh 800 per day.
• Payment is made at the end of each month based on the days worked.

To apply, interested candidates should send their updated CV to the company's careers email by 30 October 2026.