Call Centre Representative 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 Representative

Location: Lagos
Employment type: Full-time
Department: E-Commerce

Position Description 

• We are seeking to employ a Call Center Agent with a background in healthcare management and pharmacy studies. 
• The Call Center 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. 
• The candidate will be a member of our Call Centre team in Lagos, Nigeria and will work with the team to deliver value and high quality service to customers.

Key Responsibilities

• Handle inbound and outbound client calls in line with mPharma’s objectives.
• Follow relevant call center communication scripts when engaging clients. 
• Engage and build sustainable relationships with clients.
• Employ call center 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 and services when they arise.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Qualifications

• B.Sc. Degree in Health Services Management / Public Health / Pharmaceutical  Science or any related program.

Our Ideal Candidate:

• Prior experience as a customer service agent in a health care setting is a plus.
• A self-starter who can multitask while consistently producing high quality deliverables.
• Is fluent in English and Swahili with excellent writing, verbal, analytical, and organisational skills
• Additional advantage with  fluency in the  local language; Luganda.
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• Proficient in Microsoft Office Suite, specifically Excel.
• Works effectively as a team member, promotes unity and adapts to change.
• Exhibits creative problem solving.   
• Has great active listening skills.
• Has exceptional interpersonal and rapport building skills.
• Has a patient and empathetic attitude.

Application Closing Date
Not Specified.