54gene Customer Support Representative (Diagnostics) Jobs in Nigeria

54gene Customer Support Representative (Diagnostics) Jobs in Nigeria


Job Description

  • The Customer Support Representative (Diagnostics) 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.

    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

    Experience:

  • 1-3 years’ experience in the medical field (as a medical or diagnostics representative)

  • Previous experience in customer support would be a plus

    How to Apply

  • For more information and job application details, see; 54gene Customer Support Representative (Diagnostics) Jobs in Nigeria


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