Jacaranda Health Customer Success Agent Jobs in Kenya

Jacaranda Health Customer Success Agent Jobs in Kenya

Job 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
  • 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
  • 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

    How to Apply:
  • Interested candidates should send their application cover letters and CVs to jobs@jacarandahealth.org 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

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