Call Centre Executive at mPharma Nigeria

At mPharma, we start and end our day thinking about how we can enable patients to afford their medications. We’re a small but growing team of 350+ members, headquartered in Accra, Ghana, backed by mission-driven investors. We’ve joined hands with third-party payers, drug manufacturers and healthcare providers to develop products and services that directly reduce the costs of prescription drugs for patients. In only a few years, we’ve managed to provide low-cost, high-quality medicines to hundreds of thousands of patients across seven African countries (Ghana, Nigeria, Zambia, Zimbabwe, Kenya, Malawi & Rwanda).

We are recruiting to fill the position below:

Job Title: Call Centre Executive

Location: Lagos
Employment Type: Full-Time - permanent contract
Department: E-Commerce
Minimum Experience: Entry-level

Position Description

• We need a call centre agent with a background in healthcare management and pharmacy studies. 
• The call centre agent will be the face of our B2C business (online and offline retail) and will be responsible for helping customers understand and use our services. 
• This candidate will be a member of our Call Centre team in Nigeria and will work with the team to deliver value and high quality service to customers. 

Responsibilities

• Handle inbound and outbound client calls in line with mPharma’s objectives.
• Follow relevant call centre communication scripts when engaging clients. 
• Engage and build sustainable relationships with clients.
• Employ call centre software in keeping appropriate records of all client communication. 
• Ensure clients are satisfied with the level of service being delivered by administering customer satisfaction surveys.
• Maintain and improve quality of service by adhering to standards and guidelines.
• Keep a shared log of functional/process improvements/issues for iterative purposes.
• Seize opportunities to upsell products when they arise.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Our Ideal Candidate

• HND / BSc / BEd in Administration, Biological Science or any related program.
• Pays attention to detail even under work-related pressure.
• Has a strong work ethic and a “can-do” attitude that requires minimal supervision.
• Is fluent in English with excellent writing, verbal, analytical, and organisational skills.
• Is fluent in at least one local language.
• Works effectively as a team member and promotes collaboration.
• Exhibits creative problem-solving.    
• Has great active listening skills.
• Has exceptional interpersonal and rapport building skills.
• Has a patient and empathetic attitude.
• Is computer literate; familiar with Google Suite and Microsoft Office tools.

Application Closing Date
Not Specified.