Customer Support Representative (Diagnostics) Vacancy at 54gene

About the role

Customer Support Representative (Diagnostics) job opportunity is available at 54gene Nigeria for individuals who possess relevant qualification.

Responsibilities

• 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

Experience and qualifications

• 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

Education & Certifications:

• High School Diploma, general education degree or equivalent.

Experience:

• 1-3 years’ experience in the medical field (as a medical or diagnostics representative)
• Previous experience in customer support would be a plus

Application deadline

Not Specified.

Application details

Do you meet the criteria listed above? Apply by clicking on the “Apply button below:

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