Customer Success Assistant

Overview

GeneSys Health information Systems Limited (GHIS) is an e-Health company committed to mitigating the gaping issues in the healthcare sector through innovative tech. Established in 2018 as a pioneer Health Management Information System (HMIS), we provide customised solutions—EMR and Telemedicine (Gemeni)—to (public and private) hospitals toward digitising patient- and hospital management workflow processes, improving the quality of care and operations.

We are looking to hire a resourceful Customer Success Assistant who will be responsible for building and managing the relationship between GHIS and its clients. S/he will serve in a support function toward acquiring and retaining our clients, and ensuring that customer satisfaction and service delivery are optimised. Consider yourself a CEO of some sort—a Chief Experience Officer that is.

Required Skills & Competencies

• Min. of 2 year(s) work experience in customer-facing or relationship-marketing roles.
• Bachelor degree in marketing, brand management or communications is a plus.
• Ability to work independently and communicate/collaborate with stakeholders.
• Knowledge of customer success processes, and proficiency in CRM tools.
• Excellent problem-solving, organisation and presentation skills.
• Strong report writing, critical thinking and product sales capabilities.

What The Role Entails

1. Establishing, developing and maintaining positive business and customer relationships.
2. Providing first level support on issue resolution for clients and escalating issues in-line with the internal support escalation procedure and following up with same to ensure closure.
3. Resolving customer enquiries and complaints; reducing TAT and increasing customer success
4. Supporting in the product design and development by leveraging insight from client interactions.
5. Generating sales leads through cold calls or other sales and customer prospecting techniques.
6. Evaluating and optimising demo. processes and communication pipeline for client interactions.
7. Preparing documentation, logs and reports on client support requests and market analysis.
8. Supporting in creating policies and procedures toward improving customers' journey/experience.

Biggest Problem To Solve

Effectively managing and fulfilling the needs of our clients, and improving customer satisfaction.

Benefits & Perks

• Competitive Remuneration
• Complementary—monetary and non-monetary—allowances
• 13th month salary
• Pension
• HMO
• Flexi work plan
• Work with a brilliant and diverse team and clients.
• Enabling environment for personal and professional development