Call Centre Representative at mPharma

Position Description 

• mPharma is looking for a call center agent with a background in healthcare management and pharmacy studies. 
• The call center 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. 
• The candidate will be a member of our Call Centre team in Lagos, Nigeria and will work with the team to deliver value and high quality service to customers. 

Key Responsibilities

• Handle inbound and outbound client calls in line with mPharma’s objectives.
• Follow relevant call center communication scripts when engaging clients. 
• Engage and build sustainable relationships with clients.
• Employ call center 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 and services when they arise.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Our Ideal Candidate

• Prior experience as a customer service agent in a health care setting is a plus.
• A self-starter who can multitask while consistently producing high quality deliverables.
• Is fluent in English and Swahili with excellent writing, verbal, analytical, and organisational skills
• Additional advantage with  fluency in the  local language; Luganda.
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• Proficient in Microsoft Office Suite, specifically Excel.
• Works effectively as a team member, promotes unity and adapts to change.
• Exhibits creative problem solving.   
• Has great active listening skills.
• Has exceptional interpersonal and rapport building skills.
• Has a patient and empathetic attitude.

Qualifications

• Bsc. Health Services Management / Public Health / Pharmaceutical  Science or any related program.