NovaWell Technologies · Customer Service Executive
Customer Service Executive
3 months · 15 hrs/week · Remote · Foundation
NovaWell Technologies is a fictional simulated work environment created for the Jay Health Work Experience Programme. It is not a real or verified employer, and this programme is an educational work-experience placement, not employment.
Programme overview
Practise managing healthcare service enquiries professionally, from understanding a request and explaining next steps to resolving complaints and documenting a clear service outcome.
Customer Service Executive Work Lab
The Customer Service Executive Work Lab programme scope centres on appointment changes and general service requests. Its intended outputs include service enquiry and resolution log, response drafts for common requests, complaint escalation summary.
What you will do: Customer Service Executive Work Lab
- Categorise service enquiries and assess urgency
- Draft empathetic responses and resolution steps
- Record complaints, escalation reasons and outcomes
Through role-focused educational assignments at NovaWell Technologies, you will work through case briefs, document the evidence behind your decisions and prepare work samples relevant to appointment changes and general service requests.
Work you will prepare for review
- Service enquiry and resolution log
- Response drafts for common requests
- Complaint escalation summary
Methods you will practise
- Service response templates
- Enquiry and complaint registers
Your weekly work cycle
- Develop and revise your service enquiry and resolution log
- Submit progress on your response drafts for common requests with evidence and outstanding questions
- Discuss appointment changes and general service requests findings in a supervisor review and record agreed next steps
Feedback and improvement. Your Customer Service Executive assignments will be reviewed against the programme’s assessment criteria. You will explain your approach, discuss corrections and refine your deliverables before including permitted samples in your portfolio. The programme runs for 3 months, with an expected commitment of 15 hours per week; agreed assignments and review arrangements are confirmed in your enrolment offer.
Role description
Purpose of the role. The Customer Service Executive programme develops role-specific judgement and professional work samples through appointment changes and general service requests. The emphasis is on explaining your approach, producing clear evidence and improving work in response to supervisor feedback.
Work environment. A remote educational Customer Service Executive programme set in the fictional NovaWell Technologies environment, with role-focused case briefs, structured assignments and supervisor review.
Day-to-day responsibilities
- Categorise service enquiries and assess urgency
- Draft empathetic responses and resolution steps
- Record complaints, escalation reasons and outcomes
Weekly responsibilities
- Develop and revise your service enquiry and resolution log
- Submit progress on your response drafts for common requests with evidence and outstanding questions
- Discuss appointment changes and general service requests findings in a supervisor review and record agreed next steps
Expected deliverables
- Service enquiry and resolution log
- Response drafts for common requests
- Complaint escalation summary
Reporting and supervision. The Customer Service Executive programme scope includes an assigned supervisor reviewing role-specific deliverables, explaining corrections and assessing work against the criteria in your enrolment offer.
Tools and methods relevant to this programme
- Service response templates
- Enquiry and complaint registers
Requirements
Qualifications or professional background
- Any health or allied-health background, or prior customer-facing experience in healthcare
Required skills
- Clear written English
- Patience and empathy
- Organised record keeping
Preferred skills
- Front-desk or call-centre experience
- Experience with scheduling tools
Previous experience. No previous experience required.
Digital literacy. Comfortable using web applications, spreadsheets and online communication tools.
Communication. Clear written English and timely responses to team messages and supervisor feedback.
Availability. 15 hours per week for 3 months, including scheduled reviews.
Technical requirements. A laptop or desktop computer, a modern browser and a stable internet connection.
Professional and ethical boundaries
- Educational casework only; no employment, real patient care, payer transactions or production system access is implied
- Use only fictional or authorised educational material; do not upload real patient or confidential employer information
- Specialist software, live integrations and dedicated role-specific workflows are not included in the current platform
Expected workload
Hours per week. 15 hours.
Assignment scope. Role-specific case briefs and deliverables focused on appointment changes and general service requests. Assignment volume and due dates are confirmed in the enrolment offer within the 15-hour weekly commitment.
Deadlines and reporting. Tasks carry individual due dates; a weekly summary is due at the end of each week.
Meetings. One weekly team stand-up and one supervisor review session.
Attendance. Check in and out of the work lab for each working session.
How performance is evaluated
- Accuracy and relevance of service enquiry and resolution log
- Evidence and reasoning in response drafts for common requests
- Documentation quality and professional boundaries
- Deadline adherence and response to feedback
Benefits
- Practical work-experience programme
- Access to Remote Career Launchpad
- Free mentor access according to the programme's mentoring arrangements
- Access to the Jay Health job board
- 10% discount on eligible Jay Health courses
- Supervisor feedback
- Opportunity to build a portfolio of permitted work samples
- Performance-based reward eligibility, where applicable (conditional, not guaranteed)
Learning outcomes
By the end of the programme you should be able to:
- Explain the key decisions and standards involved in appointment changes and general service requests
- Prepare professional service enquiry and resolution log
- Prepare professional response drafts for common requests
- Prepare professional complaint escalation summary
- Use supervisor feedback to improve the clarity, accuracy and completeness of your work
Selection process
- Application review
- Interview
- Role-relevant assessment
- Acceptance decision
- Enrolment and payment of the ₦20,000 enrolment fee (only after acceptance)
- Onboarding