Cleft Helpline Officer, Nigeria

Organizational Overview

Smile Train is the world’s leading cleft focused organization. Our goal is to transform the lives of every person impacted by a cleft lip or palate. We train and support doctors and medical professionals to provide our patients with free, life-changing, comprehensive cleft treatment. Our sustainable model has allowed us to reach more than 2 million children in 90+ countries in the past 25 years, and we still feel like we’ve just started. We are truly changing the world one smile at a time!

Make a Difference!

As Smile Train’s Cleft Helpline Officer, Nigeria you will work closely with Smile Train team members and partners to provide outstanding caller experience service to persons who contact the Cleft Helpline by answering questions, handling requests, and troubleshooting problems with our various program offerings. The Cleft Helpline officer may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. He / She will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. Be the Smile Train representative through the Cleft Helpline. Act when and where necessary to ensure the best interests of the organization and our programs. The Cleft Helpline Officer should be customer-focused, detail-oriented, and efficient. Be polite, reliable, knowledgeable of Smile Train programs and comprehensive cleft care, and adaptable.

Reports To

Senior Program Manager, Nigeria

Key Responsibilities

• Essential duties and responsibilities include the following. Other duties may be
• assigned as needed:
• Manage incoming calls, emails, SMS, chats and messages from patients and caregivers in a timely and professional manner
• Direct callers to the nearest Smile Train supported treatment centers based on location and service availability
• Conduct follow-up calls to confirm whether patients were able to access care and to identify any barriers encountered
• Monitor availability of patient logistics grant to patients and caregivers
• Document and organize helpline data, including call volume, geographic distribution, referral outcomes, and common patient needs
• Support the identification of high-demand areas, service gaps, and regions that may require increased investment, awareness or new treatment centers
• Ensure end-to-end resolution/closure of all enquiries, through liaising with concerned authorities within the organization and following up with enquirers.
• Develop and submit periodic reports of enquiry resolution status.
• Build sustainable relationships and engage callers by taking the extra mile based on trust and reliability.
• Understand and strive to meet and exceed Cleft Helpline metrics while providing excellent consistent customer service.
• Take part in training and other learning opportunities to expand knowledge base of all aspects of comprehensive cleft care and the work the organization does in Nigeria and participate in update meeting as an active team member.
• Help with logistical preparations during cleft weeks and training.
• Assist the Nigerian programs Team with patient logistics data confirmation.
• Develop report to support patient need assessment and partner investment prioritization.
• Be available for ad hoc interviews about the progress of the Cleft Helpline.
• Be willing to participate, as needed, in Smile Train program activities in Nigeria

Candidate Profile

The ideal candidate is…

• Familiar with Customer Relationship Management tools and practices
• Customer focused and experienced in problem solving and adaptability to different personality types
• Ability to ask prying questions and diffuse tense situations.
• Ability to multi-task, set priorities and strong time management skills.
• Detail oriented, organized, and capacity to work independently with minimal supervision
• Ability to work with a global team, exhibiting cultural sensitivity, a commitment to Smile Train’s mission
• High levels of professionalism, energy, and commitment to excellence
• Ability to work under pressure and meet urgent deadlines
• Ability to travel, work evenings and weekends as needed

Preferred Education and Experience

• Bachelor's degree in communication, public relations, project development, or a related field.
• Strong phone, typing and verbal communication skills along with active listening
• Proficiency in using Microsoft Office Suite and competence in database management.
• At least 3 years’ experience in Customer Relations/Management
• Fluency in multiple Nigerian languages may be desired
• Strong interpersonal and communication skills.
• Ability to work independently and as part of a team.

Additional Eligibility Qualifications

• Compassionate
• Excellent interpersonal and communication (oral, written, presentation) skills

Compensation

$6,000 USD Annually

Travel

Ability to work across Nigeria

Accountability Expectations

• Ownership of Outcomes: Take full responsibility for one’s own performance, ensuring alignment with Smile Train’s mission and objectives.
• Transparent Communication: Communicate openly and effectively with team members, fostering trust and a shared understanding of expectations and priorities.
• Emotional Intelligence: Demonstrate empathy, understanding, and cultural sensitivity to contribute to an inclusive and supportive team environment.
• Empowerment: Effectively communicate with supervisors to ensure you are equipped with the resources, guidance, and autonomy you need to excel in your role
• Team Cohesion: Contribute to a culture of collaboration, mutual respect, and shared accountability, helping the team to thrive in a fast-paced, mission-driven environment

Why You’ll Love Working Here!

Smile Train offers a range of innovative benefits...

Meaningful Work – Be part of work that creates meaningful, lasting impact — changing the world one smile at a time.

We’ve Got You Covered – Enjoy a generous stipend towards medical expenses to help prioritize the health of you and your family.

Rest and Recharge - Enjoy a generous vacation package, paid holidays, and sick time so you can rest, recharge, and return feeling your best.

Family Matters - We support employees through life’s most important moments with paid parental leave, giving you time and flexibility for the people who matter most.

Learn and Grow - Take advantage of an annual professional development stipend and opportunities to expand your skills and continue learning.

Work Your Way – Thrive with a remote work model built for connection, balance, and impact.

Travel the World – See our impact firsthand while partnering with global colleagues and programs through opportunities for domestic and international travel.

Application Process

Smile Train is an equal opportunity employer, committed to inclusive hiring and dedicated to diversity in our work and staff. We strongly encourage candidates from all groups and communities to apply.

To apply, please complete the application online. Include your CV and a cover letter explaining why you would be a good fit for Smile Train and this role. Only those who provide a cover letter as directed will be considered. We encourage interested applicants to submit their applications as soon as possible.