Customer Service Agent at Lifebank

LifeBank is a technology company that powers hospitals and care centers to deliver quality healthcare to patients in emerging markets. The company’s technology, infrastructure, agile production, and distribution networks enable hospitals in emerging markets to catch up with their global peers. The company has distributed 45,000+ medical products to 1000+ healthcare facilities, saving 18,000+ lives across Nigeria, Ethiopia and Kenya. At LifeBank, we are the technology-led healthcare system for the future.

We are recruiting to fill the position below:

Job Title: Customer Service Agent

Location: Bodija, Ibadan - Oyo
Employment Type: Full-time, On-site
Department: Operations
Reports to: Operations Manager

Job Summary

• The Customer Service Agent is responsible for delivering exceptional customer support across multiple communication channels
• This role ensures that customer inquiries, requests, and complaints are handled efficiently and professionally, contributing to high customer satisfaction and a strong brand experience.

Key Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat
• Provide accurate information on company products, services, and policies.
• Resolve customer issues effectively, escalating complex matters when necessary.
• Document all customer interactions accurately in the CRM system.
• Follow up on unresolved inquiries to ensure timely resolution.
• Maintain an up-to-date understanding of products, services, and internal processes.
• Identify and report recurring customer challenges to help improve service delivery.
• Meet and exceed performance metrics such as response time, customer satisfaction, and first-contact resolution.
• Support customer onboarding by providing guidance and addressing initial concerns.
• Contribute to enhancing customer support processes and team efficiency.

Requirements

• Minimum OND / HND / Bachelor’s degree.
• 1 - 2 years of experience in customer service or related role.
• Excellent written and verbal communication skills.
• Strong problem-solving, active listening, and analytical abilities.
• Proficiency in Google Workspace and customer service software
• Ability to multitask and manage time effectively in a fast-paced environment.
• Emotional intelligence, patience, and a customer-centric mindset.
• Ability to work independently and collaboratively within a team.

Key Skills:

• Communication and interpersonal skills
• Empathy and customer orientation
• Conflict resolution
• Attention to detail
• Time management
• Team collaboration
• Adaptability and resilience.

Work Schedule / Shift System
The Customer Service department operates a structured shift system to ensure round-the-clock service:

• Morning Shift: 8:00 AM – 3:00 PM
• Afternoon Shift: 12:00 PM – 7:00 PM
• Night Shift: 7:00 PM – 8:00 AM (next day)
• Agents may be scheduled for all shifts.

Compensation & Benefits

• Salary: N120,000 monthly. 
• Health Insurance
• Performance-based incentives
• Opportunities for training, growth, and career development.

Application Closing Date
Not Specified.