Customer Support Representative (Diagnostics) Job at 54gene

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
Department: Sales
Status: Full-Time
Reports to: Sales and Customer Support Director

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
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

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
Click here to Apply