Washington Healthcare PLC is currently seeking applications from eligible candidates for the post of Customer Service Manager in Addis Ababa, Ethiopia.

Job Description

Position: Customer Service Manager

Location: Addis Ababa
Organization: Washington Healthcare PLC
Employment Type: Full-time
Application Deadline: September 20, 2025
Career Level: Mid Level (3-5 years)
Number of Positions: 2

About Washington Healthcare

For over a decade, Washington Healthcare has been delivering compassionate, high-quality care across Ethiopia. We are excited to announce the opening of a state-of-the-art tertiary hospital featuring advanced medical technology, including Ethiopia’s first PET scan machine and privately operated LINAC machine for cancer treatment, managed by the renowned Apollo Hospitals Enterprise Group.

Job Summary

The Customer Service Manager will oversee all aspects of the patient and visitor experience, ensuring high-quality service and fostering a patient-friendly environment. This role includes leading the customer service team, implementing service standards, and enhancing patient satisfaction.

Roles & Responsibilities

Operational Duties:

• Develop and implement customer service policies and standards for all patient interactions.
• Lead and mentor the customer service team (e.g., receptionists, patient navigators).
• Handle complex patient complaints and grievances effectively.
• Monitor patient feedback and analyze data to identify improvement areas.
• Maintain a patient-centric culture throughout the hospital.
• Ensure clear communication with patients regarding services and policies.

Administrative Duties:

• Manage the customer service department budget.
• Prepare reports on customer satisfaction and service performance.
• Collaborate with other departments to streamline processes and enhance the patient journey.

Educational Duties:

• Conduct training sessions on customer service best practices and effective communication.
• Promote a culture of learning and service excellence within the team.

Qualifications

• Education: Bachelor’s degree in Business Administration, Healthcare Management, Communications, Nursing, Midwifery, or a related field.
• Experience: A minimum of 3 years in customer service management, demonstrating a proven track record of improving customer satisfaction.
• Skills: Exceptional communication, conflict resolution, and leadership abilities. Proficiency in Amharic and English; knowledge of other local languages is an advantage.

How to Apply

Interested candidates can apply through the Ethiojobs.net website. Click “Apply Now” and submit your