Client Engagement Associate at EHA Clinics

Who we are

EHA Clinics is a world-class comprehensive health care service provider located in Nigeria. We aim to bridge the gap between patients and healthcare services in any setting: the clinic, the home, or through innovative online and mobile solutions. All of our clinics are equipped with the latest healthcare technologies, and the most dedicated team of healthcare professionals, providing a unique range of patient-centric services.

Mission Statement

We are on a mission to deliver quality health care that is accessible, effective, and affordable. By leveraging technology and an exceptional team, we provide a superior experience, improved outcomes, and reduced pricing for our individual, family, and business members.

EHA Clinics Kano is the first primary healthcare clinic in Subsaharan Africa to be accredited by JCI for ambulatory care. And its laboratory has been awarded the ISO certification by SANAS ISO 15189/2012.

Purpose of the position 

The Client Engagement Associate will assist in creating and developing long-term relationships with customers that will ensure retention, loyalty and generate revenue. You will be required to ensure customer conversions and retention. You should be an excellent communicator who is able to grasp customer needs and determine ways to fulfill them. Your goal will be to help us safeguard our revenue and increase the number of our customers and retain them.

Job responsibilities

The Client Engagement Associate will support EHA Clinics department predominantly to:

• Establish productive, professional relationships with prospects in assigned sectors.

• Create plans to identify and address clients’ business needs.

• Follow up on customers’ complaints and develop action plans to meet the identified needs, while liaising with concerned units for corrective action where necessary.

• Diligently promote, follow up, close sales/deals, up-sell or cross-sell services and products.

• Collect client feedback about their experience through several mediums e.g. meetings, surveys, etc.

• Act as point of contact for complaints and escalate complaints and/or feedback to the relevant departments promptly.

• Study competition to find new ways to retain customers.

• Ensure both EHA Clinics and our clients adhere to contract terms.

• Work diligently to meet sales and revenue targets.

• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.

• Work with the Client Relations Manager, on optimizing customer lifecycle.

• Assist in enhancing effectiveness and efficiency through technology.

• Assist in ensuring that service delivery meets agreed service level agreements.

• Assist in diagnosing service delivery problems and initiate actions to improve levels of service.

• Continuously seek ways to improve conversion, processes and activities. 

• Carry out other responsibilities that may be assigned.

Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform this job.

• Minimum of Bachelor's degree in Marketing, Business Administration, or related field.

• Minimum of 1 year of proven post NYSC-related experience as a Business Development Executive, Marketing Executive, Customer Success Officer or Client Service Officer.

• Experience in the healthcare industry or pharmaceutical distribution industry will be a strong advantage.

• Proven track record of meeting and exceeding targets.

• Background in customer service, sales and marketing.

• Completion of compulsory National Youth Service Corps (NYSC) or exemption.

Key Skills and Attributes

• Hold Computer literacy

• Excellent Communication

• Leadership and Teamwork

• Problem solving and Initiative

• Strong Attention to Details

• Excellent organizational and planning skills

• Excellent verbal and written communication skills

• Excellent time management skills with proven ability to meet deadlines

• Ability to function well in a high-paced and at times stressful environment

• Proficient with Google Suite or related software

• Excellent interpersonal and communication skills.

• Strong networking and interpersonal skills.

• Excellent communication and negotiation skills.

• Ability to communicate well and able to work with team members of different levels at different locations.

• Strong problem-solving and creative skills.

• Ability to continuously identify opportunities for improvement 

• Ability to exercise sound judgment and make decisions based on accurate and timely analysis.

• Proficiency in the use of the Asana task management tool is an advantage

• Ability to pay attention to details and excellent reporting skills.

• Excellent interpersonal and customer service skills