Jacaranda Health Customer Success Agent Jobs in Kenya
Jacaranda Health Customer Success Agent Jobs in KenyaJob Vacancy:Customer Success Agent
Expectations and Responsibilities
The customer success agent will report directly to the Senior M&E Coordinator.
Provide clients with accurate health information in clear, concise language
Ensure clients have a positive experience when interacting with the Jacaranda Q&A platform
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 overtime on weekends
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
If the person has scored “Slow” on the online typing test, he/she will be expected to spend 30 minutes per day using an online typing training system. Progress reports should be shared with the supervisor on a weekly basis.
Report daily to the supervisor on 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
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
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
How to Apply:
Interested candidates should send their application cover letters and CVs to email@example.com with the subject line Customer Success Agent.
Deadline: 6th September 2019.
Jacaranda Health Solutions Ltd
Number 4, Diani Close off of Ole Dume Road, Kilimani | PO Box 52595-00100 | Nairobi, Kenya
Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.
Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.
Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to Jobs Kenya.