CUSTOMER SUPPORT MANAGER – 54 GENE

Full time 5gene Limited in Others
  • Etiosa, Lagos, Nigeria, 9 Oba Elegushi Beach Rd, Eti-Osa, Lagos View on Map
  • Post Date : November 18, 2020
  • Apply Before : December 18, 2020
  • View(s) 18
Email Job
  • Share:

Job Detail

  • Offered Salary 1000
  • Career Level Middle Management
  • Experience 5 Years
  • Qualifications First Degree Bachelor

Job Description

 

  • The Customer Support Representative  is responsible for providing superior service with each customer interaction in a friendly and timely manner.
  • S/he manages customers queries and complaints by maintaining a high level of standard that support 54gene’s reputation.
  • They collaborate with all departments to develop a framework for excellent support and drive efficient first response time, average response time, total handle time for the Diagnostics business.

 

Essential Functions

    • Communicate with customers through various 54gene channels (chat, phone and email)
    • Manage the platforms as it relates to resolving customer issues (ticket opening)
    • Provide a first step resolution of customer-related issues as it relates to Diagnostics platforms issues (consumers and providers)
    • Keep record of customer interactions, transactions, comments and complaints
    • Escalate issues to various departments and coordinate the implementation of corrective measures related to Diagnostics platforms (consumers and providers)
    • On an ongoing basis, generate insights that guide and improve 54gene’s image amongst consumers
    • Provide feedback to various departments on the efficiency of the customer service process
    • Ensure customer satisfaction and provide professional customer support
    • Maintain a positive, empathetic and professional attitude toward customers at all time
    • Periodically survey customers to identify customers perception on 54gene’s strengths and opportunities in the Diagnostics market in Nigeria
    • Respond promptly to customer inquiries and provide customer service levels within the framework of “Going the Extra Mile”, but not to the detriment of 54gene.

 

Requirements
Education & Certifications:

  • High school diploma, general education degree or equivalent.

 

Experience:

  • 3-5 years’ relevant experience
  • 1-2 year supervisor/managerial expertise.

 

Knowledge, Skills & Abilities:

      • Ability to stay calm when customers are upset
      • Comfortable using computers
      • Good listening skills
      • Strong problem-solving skills, attention to detail and ability to follow-through
      • Ability to communicate with diverse audiences, internally and externally
      • Ability to build rapport and connect with people
      • Solid understanding of consumer behaviors and industry trends
      • Proficiency in Microsoft Office and CRM/client database software systems
      • Understanding of diagnostics and the science focus of the business
      • Ability to thrive in a complex, cross-functional and science-driven environment
      • Cross-cultural competency; ability to work with a diverse team
      • English fluency; fluency in Yoruba, Igbo and/or Hausa will be a plus.

 

Required skills

Other jobs you may like