Customer Experience Analyst at Helium Health

Helium Health is a full-service Healthtech company that provides a suite of solutions for healthcare providers, payers, and patients in emerging markets — at the core of which is our SaaS based electronic medical records/hospital management information system (EMR/HMIS).

We are recruiting to fill the position below:

Job Title: Customer Experience Analyst 

Location: Lagos
Job Type: Full Time (Hybrid)

Job Summary

• The Customer Experience (CX) Analyst will be responsible for engaging with customers periodically and working to resolve complaints accordingly.
• This includes following up on every issue to ensure complete satisfaction and maximum utilization of the Helium Products deployed to customers. 

Responsibilities

• Directly interact with clients to help identify and assess needs towards the prompt resolution of issues. 
• Handle customer complaints, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 
• Handle inbound requests via email, calls, chats, or face-to-face for clients’ complaints, requests, or enquiries. Log incidents using CRM tools, take action, and close them accordingly. 
• Constantly monitor the use of our products, resolving any first-level client complaints and escalating where necessary. 
• Follow up to ensure the resolution of our clients’ complaints 
• Maintain a positive, empathetic, and professional attitude towards clients at all times. 
• Manage the database of Helium customers, ensuring it is effectively segmented for targeted marketing activities. 
• Work with the Tech Support team to resolve issues and restore service promptly. 
• Measure the effectiveness of improvement and provide management visibility to such improvement. 
• Execute Customer Experience strategies as directed to encourage customer retention and customer loyalty. 
• Follow Customer Experience communication procedures, guidelines, and policies.

Requirements

• Candidates should possess an HND / B.Sc Degree
• Minimum 2 years’ relevant experience 
• Experience with Customer Service Systems and KPI metrics would be an added advantage. 
• Eager to work in an entrepreneurial environment and help drive innovation. 
• Customer-oriented and able to adapt to different characters and maintain professional composure in difficult situations. 
• Ability to multitask, prioritize, and manage time effectively 
• Great attitude with the ability to foster a fun, productive working environment. 
• Good communication skills that will ensure effective conveyance of information and execution of duties in a cross-functional setting.

Benefits

• This role offers a competitive salary in a collaborative work environment with a dynamic and diverse team.
• We also offer tremendous potential with a growing global organization. 
• Package includes guaranteed take home 
• 20 days holidays + public holidays 
• Enhanced Parental + Family Leave – 60 days paid Maternity Leave and 20 days paid Paternity Leave. Our Adoption Leave policy follows the similar arrangements. 
• Health Insurance or Medical Allowance 
• Robust Learning and Development Opportunities 
• Team-building activities and social events 
• Amazing team culture! 

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online