SixthLab Medical (also appearing as Sixth Lab Ventures) is a Nigeria-based company specialising in the supply and servicing of diagnostic and therapeutic medical equipment and consumables.
We are recruiting to fill the position below:
Job Title: Incident Management Officer
Location: Lagos
Employment Type: Full-time
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 ResponsibilitiesServe 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 IndicatorsTimely 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.
RequirementsB.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.
SalaryN150,000 – N200,000 monthly.
Application Closing Date
30th September, 2026.
How to Apply
Interested and qualified candidates should send their CV to: [Email hidden - Login to reveal] using “Incident Management Officer” as the subject of the email.
How To Apply
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Make sure you are logged in and your email is verified (Register if you dont have an account).
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Click the Apply Now button above.
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Your default email application or the application link will open.
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Use a professional subject line such as Application for "Indicate Position"
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Make sure to send your application before the closing date.
Note: Only shortlisted candidates are contacted.
