Customer Support Manager at 54gene

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    54gene was founded in 2019 by Dr. Abasi Ene-Obong to address the significant gap in the global genomics market: Nearly 90% of genetic material used in pharmaceutical research is caucasian. Only 2% is African, despite the fact that Africans and people of African ancestry are more genetically diverse than all other world populations combined.

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    Customer Support Manager

    • Job Type Full Time
    • Qualification BA/BSc/HND
    • Experience 3 – 5 years
    • Location Lagos
    • Job Field Customer Care&nbsp

    Job Type: Permanent
    Industry: Biotechnology
    Department: Sales
    Status: Permanent
    Reports to: Customer Support Manager

    Job Description

    • The Customer Support Representative  is responsible for providing superior service with each customer interaction in a friendly and timely manner.
    • S/he manages customers queries and complaints by maintaining a high level of standard that support 54gene’s reputation.
    • They collaborate with all departments to develop a framework for excellent support and drive efficient first response time, average response time, total handle time for the Diagnostics business.

    Essential Functions

    • Communicate with customers through various 54gene channels (chat, phone and email)
    • Manage the platforms as it relates to resolving customer issues (ticket opening)
    • Provide a first step resolution of customer-related issues as it relates to Diagnostics platforms issues (consumers and providers)
    • Keep record of customer interactions, transactions, comments and complaints
    • Escalate issues to various departments and coordinate the implementation of corrective measures related to Diagnostics platforms (consumers and providers)
    • On an ongoing basis, generate insights that guide and improve 54gene’s image amongst consumers
    • Provide feedback to various departments on the efficiency of the customer service process
    • Ensure customer satisfaction and provide professional customer support
    • Maintain a positive, empathetic and professional attitude toward customers at all time
    • Periodically survey customers to identify customers perception on 54gene’s strengths and opportunities in the Diagnostics market in Nigeria
    • Respond promptly to customer inquiries and provide customer service levels within the framework of “Going the Extra Mile”, but not to the detriment of 54gene.

    Requirements
    Education & Certifications:

    • High school diploma, general education degree or equivalent.

    Experience:

    • 3-5 years’ relevant experience
    • 1-2 year supervisor/managerial expertise.

    Knowledge, Skills & Abilities:

    • Ability to stay calm when customers are upset
    • Comfortable using computers
    • Good listening skills
    • Strong problem-solving skills, attention to detail and ability to follow-through
    • Ability to communicate with diverse audiences, internally and externally
    • Ability to build rapport and connect with people
    • Solid understanding of consumer behaviors and industry trends
    • Proficiency in Microsoft Office and CRM/client database software systems
    • Understanding of diagnostics and the science focus of the business
    • Ability to thrive in a complex, cross-functional and science-driven environment
    • Cross-cultural competency; ability to work with a diverse team
    • English fluency; fluency in Yoruba, Igbo and/or Hausa will be a plus.

    Method of Application

    Interested and qualified? Go to 54gene on 54gene.zohorecruit.com to apply

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