Customer Service Agent (Hausa Speaking) 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 (Hausa Speaking)

Location: Bodija, Ibadan - Oyo
Employment Type: Full-time
Department: Customer Operations / Support
Reports to:Director of Operations

Role Summary

• The Customer Service Agent (Hausa Speaking) is responsible for providing excellent customer support to healthcare facilities, hospitals, and partners across Nigeria, with a focus on Hausa-speaking regions.
• The role ensures timely resolution of inquiries, order support, and effective communication between customers and internal operations teams.
• You will act as a key bridge between customers and LifeBank’s logistics and supply chain teams, ensuring seamless service delivery and customer satisfaction.

Key Responsibilities
Customer Support & Communication:

• Attend to customer inquiries via phone, WhatsApp, email, and chat in both Hausa and English.
• Provide clear information on product availability, order status, and delivery timelines.
• Resolve customer complaints promptly and professionally.
• Escalate complex issues to the appropriate internal teams when necessary.

Order & Service Coordination:

• Track and update customers on orders in real-time.
• Coordinate with logistics and operations teams to ensure timely delivery of medical supplies.
• Confirm order accuracy and support order modifications where required.
• Ensure proper documentation of all customer interactions.

Customer Relationship Management:

• Build strong relationships with hospitals, clinics, and healthcare partners.
• Ensure high levels of customer satisfaction and retention.
• Proactively follow up with customers on pending or delayed requests.

Data & Reporting:

• Log all customer interactions in the CRM system accurately.
• Maintain daily reports on customer issues, resolution status, and recurring challenges.
• Provide feedback to improve service delivery processes.

Compliance & Quality Standards:

• Adhere to company service standards and healthcare logistics protocols.
• Ensure confidentiality of customer and patient-related information.
• Follow escalation procedures for critical or emergency requests.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• Average response and resolution time
• Number of successfully resolved tickets
• Accuracy of order tracking and updates
• Complaint escalation rate
• Customer retention and repeat engagement

What Success Looks Like

• Customers receive timely, accurate, and empathetic support.
• Reduced service delays through effective coordination.
• Strong trust and satisfaction from healthcare partners in Hausa-speaking regions.
• Smooth communication flow between customers and internal teams.

Key Requirements
Education & Experience:

• Diploma or Bachelor’s degree in any relevant field.
• 2–3 years experience in customer service, call center, or operations support (healthcare/logistics preferred).

Skills & Competencies:

• Fluency in Hausa and English (mandatory).
• Strong communication and active listening skills.
• High emotional intelligence and patience in handling complaints.
• Ability to multitask in a fast-paced environment.
• Basic computer literacy and familiarity with CRM tools.
• Strong problem-solving skills and attention to detail.

Salary
N120,000 monthly.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their CV and Resume to: team@lifebank.ng using the job title as the subject of the mail.