❮ Go Back

Customer Support Representative Vacancy at 54gene

Posted on 31/07/20 11:45 by Admin
location Lagos
time Full Time
applications 0 Applications

54gene was founded in 2019 by Dr. Abasi Ene-Obong to address the significant gap in the global genomics market; Nearly 90% of genetic material used in pharmaceutical research is Caucasian. Only 2% is African, despite the fact that Africans and people of African ancestry are more genetically diverse than all other world populations combined.

We are recruiting to fill the position below:

Job Position: Customer Support Representative (Diagnostics)
Job Location: Lagos
Job Type: Full Time
Department: Sales
Reports to: Sales and Customer Support Director
Industry: Biotechnology

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


Apply for this Job *Employer Website Or Email Address

Admin More jobs from Admin
Company Details
Apply for this Job *Employer Website Or Email Address

Share this job:
Shortlist email Email this job

Similar Jobs

Customer Service Officer Vacancy at Patricia Technologies Limited

Patricia Technologies Limited (RC 1484208) is an e-commerce company that deals with trading giftcards and discounted cards used for millions of in-app purchases in the tech space and mobile apps/devices. It also has a Patricia Gift Store which help users send gifts to over 25 ...

location Job In Lagos State
time 10 July, 2020

Customer Care Officer Vacancy at TribestSupport

Tribest is a corporate support solutions provider with a comprehensive range of people outsourcing services. We have a diversified team of management, strategy, banking and capacity development experts working together to provide organizations with the best human resource management solutions.We are recruiting to fill the ...

location Job In Lagos State
time 17 July, 2020

Customer Relations Officer Vacancy at Hartleys Supermarket and Stores

Hartleys Supermarket and Stores - We deliver the ultimate shopping experience to our community by offering a wide variety of the freshest and quality products, with exceptional service.We are recruiting to fill the position below:Job Position: Customer Relations OfficerJob Location: LagosJob DescriptionHartleys Supermarket and Stores is ...

location Job In Lagos State
time 7 July, 2020

Featured Jobs


Web Developer Vacancy at Bex-IT Digital Solutions
Bex-IT is a cutting-edge digital solutions provider. We bring our ...

Gardener Vacancy at the U.S. Embassy in Abuja
The U.S. Mission to Nigeria comprises of the Embassy in ...

Content Developer Vacancy at Baldon Clothiers
Baldon Clothiers is the home of Premium Quality made-to-fit clothing ...

Electrical Engineer Vacancy at Indian Oil Corporation Limited
Indian Oil Corporation Limited – The story of Oil India ...

Senior Litigation Lawyer Vacancy at Pivotage Consulting
Pivotage Consulting – Our client, a full service law firm ...

Advertisements