Jacaranda Health Customer Success Agent Job in Kenya

Jacaranda Health Customer Success Agent Job in Kenya


Background:

  • Jacaranda Health a non-profit organization that believes every woman and her family should experience childbirth safely and with dignity.

  • Founded in 2011, we built gold-standard maternity hospitals to deliver high quality maternity care in the private sector.

  • We are now working with governments to improve the quality of care in the public sector, where the majority of under-served women deliver babies.

  • In a short period of time, Jacaranda has deployed innovative, low-cost tools and processes that are dramatically changing the status quo in government hospitals.

  • From 3 hospital partners in 2015, we now work with 100+ hospitals across 5 Kenyan counties.

  • Our digital health platform has enrolled 150,000+ pregnant women and new mothers, while our provider training programs reach 1500+ providers every quarter.

  • We have an ambitious scaling strategy for catalyzing change across the country and the region.

    Expectations and Responsibilities

  • The customer success agent will report directly to the Program Manager (SMS Program)

    Goals

  • Provide clients with accurate health information from an existing knowledge base in clear, concise language

  • Ensure clients have a positive experience when interacting with the Jacaranda Q&A platform

    Expectations

  • Respond to 200+ questions each day from users via SMS (possibly other channels such as Facebook and Telegram as well).

  • Make sure all questions are responded to within 1 hour (high priority questions) or 4 hours (lower priority questions) during working hours with possibility of working over the weekends or public holidays with overtime compensation.

  • Continuously update Q&A database as applicable and alert a supervisor if the messaging platform or FreshDesk stops functioning.

  • Ask for help if a medical response is needed (and not in the existing database) from a medical professional. Do not guess about medical information.

  • Refer clients to the
    appropriate partner organization for specific issues (mental health, miscarriage/loss, abuse, etc).

  • Understand clients’ perspectives and feedback on the services they have received and communicate insights to the Q&A team.

  • Progress reports should be shared with the supervisor on a weekly basis.

  • Report daily to the supervisor on the number of questions answered and any possible challenge that needs to be addressed.

  • Send a weekly report to the supervisor with a spreadsheet showing week’s progress

  • Send a monthly report latest by 30th/31st on the month’s progress, questions answered, lessons learnt, successes, challenges, solutions provided and recommendations on how to improve the Q&A.

  • Train new agents as needed.

    Requirements

  • Diploma or degree in Health Promotion or other health-related field

  • Fluency in English and Kiswahili; ability to translate written answers between these two languages

  • Typing skills and willingness to improve typing skills

  • Customer-centric

  • Detail oriented and accurate in responding to queries

  • Self-starter: interested in growing skills, giving and receiving feedback, self-aware

  • Experience in customer-facing work, such as customer service, customer success, research, sales

    Work hours

  • You will be expected to work on a shift basis, totaling to 40 hours a week.

  • Shifts will be set and communicated to you by your manager every week.

    How to Apply

  • For more information and job application details, see; Jacaranda Health Customer Success Agent Job in Kenya


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