Customer Service Officer

LifeBank is a healthcare technology and logistics company that’s in the business of saving lives. We believe that no African should die from a shortage of essential medical products at the hospital level, and we are on a mission to solve this. LifeBank is currently working on the blood shortage problem in Nigeria by connecting hospitals to blood banks, and blood banks to donors. We do this by hosting blood drives and by delivering blood in less than 55 minutes, in a WHO and EU recommended cold-chain, to hospitals.

We are recruiting to fill the position below:

Job Position: Customer Service Officer
Job Location: Nigeria

About the Role

• The Customer Service Officer will be the first line of contact for LifeBank customers
• The role will handle customer enquiries and resolve complaints through the call center.

Key Responsibilities

• Answer calls, emails and web chat enquiries from prospective customers
• Provide customers with accurate product and service information
• Receive orders and schedule dispatch of blood and blood products
• Establish priorities and sequences for the ordering, processing and dispatching of customer requests
• Ensure compliance with set standards of customer service when conversing with clients
• Help achieve sales objectives by making telesales and utilizing upselling opportunities
• Create and update customer profile/accounts to allow for easy resolution of customer problems
• Escalate complex issues to more experienced call center operators for proper resolution
• Maintain records of inquiries or complaints as well as logs of interaction with customers
• Calm angry or frustrated customers and ensure their challenges or issues are addressed properly
• Go the extra mile to build and maintain positive trust relationship with clients
• Perform all other duties as assigned

Requirements
Educational Qualification:

• B.Sc or HND in Hausa Language (skills compulsory), English, Mass Communication, or any related discipline

Experience:

• 1-2+ years in a customer service or similar role

Skills and Abilities:

• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situations appropriately
• High proficiency in MS office suite
• Must be able to prepare management reports and correspondence
• Good knowledge of administrative and clerical processes/li>
• Good stress and time management skills

Personal Attributes:

• Highly organized and detailed
• Passion for people
• Very tech savvy and knowledgeable of current trends
• Loves to talk and socialize
• Has high energy levels
• Attention to detail
• Technology industry awareness

Work Environment

• Work in the office on a shift system
• Spend most of the working time at a computer wearing a telephone headset.