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  • Posted: Feb 22, 2021
    Deadline: Mar 7, 2021
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    EL-Lab Medical Diagnostics and Research Center is one of the leading indigenous medical diagnostic centres in Nigeria. Established in 1998 and with our key Diagnostics Complex situated in Festac Town, Lagos, Nigeria, we offer state-of-the-art medical diagnostic services to patients in Lagos and environs. The Center is one of the most comprehensive diagnostic...
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    Client Service Executive

    Purpose of Position:
    To provide support to clients both internal and external.

    Key Accountabilities: 

    • Answer inbound calls
    • Respond to customer queries
    • Transfer customer calls to appropriate staff
    • Respond to emails
    • Identify, research & resolve customer issues
    • Complete call logs & reports
    • Register clients on LIS
    • Research all billing & payment issues
    • Authorise and process customer refunds
    • Relay all call trends where necessary to supervisor
    • Recommend process improvements where necessary
    • Liaise with the various departments( laboratory, radiography, accounts receivable ) to develop solutions that best suit customer needs
    • Customer follow-ups
    • General administration as required

    Person Specifications:

    • Excellent listening skills
    • A willingness to problem solve
    • Strong verbal & written communication skills
    • Resilience - being able to handle complaints from customers
    • The ability to work as part of a team
    • Be self-driven & pro-active

    Competencies:

    • Fast & accurate data entry skills
    • Excellent phone manner
    • A high level of accuracy & attention to detail
    • Customer focus
    • Be a self-starter who shows initiative
    • Respond to customer enquires

    Qualifications & experience:

    • Minimum 2 years' customer service / call centre experience
    • Strong IT skills

    Key Performance Indicators & Conduct Requirements:

    • High professional standard of customer service, ascertained through feedback from internal and external customers
    • Display a 'can-do' attitude when assisting other departments
    • Clear all email logs within 24-48 hours

    Additional Information:

    • In this role when the Client Service Manager is away or on leave you will be expected to provide direct coverage for that position
    • You will cross-train in other departments & roles to help provide coverage when other staff are on leave

    Method of Application

    Interested and qualified candidates should forward their CV to: joy.asuquo@el-lab.org using the position as subject of email.

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