Customer Service Representative at eMedicStore

eMedicStore is an online specialised marketplace for pharmaceutical and medical products. We harness the power of technology to deliver innovative, convenient and affordable online goods and services to consumers. We understand the importance of supply chain in delivering quality healthcare. We are driven by the goal of making healthcare affordable and available.

We are recruiting to fill the position below:

Job Title: Customer Service Representative

Location: Lagos
Employment Type: Full-time

Job Overview

• The Customer Service Representative at eMedic Technologies is dedicated to ensuring an optimal user experience for our diverse clientele, ranging from patients and healthcare professionals to retail and wholesale pharmacies.
• With an emphasis on problem-solving and communication, this role demands a proactive approach to addressing queries, offering guidance, and promoting the vast array of products and services offered by eMedic.

Responsibilities and Duties

• Address and resolve customer inquiries promptly via phone, email, and chat.
• Maintain thorough knowledge of eMedic’s products and services.
• Proactive in identifying and tapping potential leads, utilizing both traditional and innovative strategies.
• Drive targeted outreach efforts to identify and engage potential prospects, utilizing innovative research methods and tools.
• Masterfully guide potential leads through the sales funnel, leveraging strategic communication and engagement tools for optimal conversion and capture.
• Provide assistance to customers in navigating and utilizing the eMedicStore platform.
• Collaborate with the sales and technical teams to resolve product or service-related issues.
• Document customer interactions, feedback, and resolution steps.
• Offer recommendations to customers based on their needs and preferences.
• Stay updated with the latest updates and changes in the healthcare product range.
• Escalate complex issues to the relevant department for timely resolution.
• Assist in the onboarding process for new customers, ensuring they understand the platform’s functionalities.
• Participate in training sessions to enhance product knowledge and service skills.
• Work closely with the team to develop new strategies for enhancing customer experience.
• Identify common customer challenges and suggest potential solutions to management.
• Conduct customer satisfaction surveys and gather feedback.
• Assist in developing customer support resources, such as FAQs and tutorial videos.
• Contribute to the creation of promotional materials that highlight product features.
• Attend team meetings and workshops to stay aligned with company goals and strategies.
• Offer insights on potential improvements based on customer feedback.
• Maintain customer confidentiality and adhere to data protection regulations.
• Ensure that all interactions align with eMedic’s mission and core values.
• Collaborate with the marketing team to communicate promotions and offers to customers.

Qualifications and Skills

• A Degree in Business, Communications, or a related field.
• Over 2 years of experience in e-commerce customer service or a related role.
• Proficient in CRM systems and customer service software.
• Strong problem-solving and interpersonal communication skills.
• Comprehensive understanding of the healthcare and pharmaceutical industry.
• Ability to multi-task and handle high-pressure situations gracefully.
• Fluent in both written and spoken communication.

Application Closing Date
Not Specified.