mPharma's mission is to increase patient access to high quality medications. Through our drug benefits service, we offer a number of solutions to health insurance companies and pharmaceutical companies to make it easier for patients to afford their medications.
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mPharma is looking for a call centre agent with a background in healthcare management and pharmacy studies.
The call centre agent will be the face of our B2C business (online and offline retail) and will be responsible for helping customers understand and use our services.
This candidate will be a member of our Call Centre team in Nigeria and will work with the team to deliver value and high quality service to customers.
Responsibilities
Handle inbound and outbound client calls in line with mPharma’s objectives.
Follow relevant call centre communication scripts when engaging clients.
Engage and build sustainable relationships with clients.
Employ call centre software in keeping appropriate records of all client communication.
Ensure clients are satisfied with the level of service being delivered by administering customer satisfaction surveys.
Maintain and improve quality of service by adhering to standards and guidelines.
Keep a shared log of functional/process improvements/issues for iterative purposes.
Seize opportunities to upsell products when they arise.
Update job knowledge continuously, and follow industry best practices.
Meet personal/team qualitative and quantitative targets.
Our Ideal Candidate:
HND/Bsc/BEd Administration, Biological Science or any related program.
Pays attention to detail even under work-related pressure.
Has a strong work ethic and a “can-do” attitude that requires minimal supervision.
Is fluent in English with excellent writing, verbal, analytical, and organisational skills.
Is fluent in at least one local language.
Works effectively as a team member and promotes collaboration.
Exhibits creative problem solving.
Has great active listening skills.
Has exceptional interpersonal and rapport building skills.
Has a patient and empathetic attitude.
Is computer literate; familiar with Google Suite and Microsoft Office tools.
Gmail
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