Customer Service Agent (Hausa Speaking) at LifeBank

Role Summary

• The Customer Service Agent (Hausa Speaking) is responsible for providing excellent customer support to healthcare facilities, hospitals, and partners across Nigeria, with a focus on Hausa-speaking regions.
• The role ensures timely resolution of inquiries, order support, and effective communication between customers and internal operations teams.
• You will act as a key bridge between customers and LifeBank’s logistics and supply chain teams, ensuring seamless service delivery and customer satisfaction.

Key Responsibilities
Customer Support & Communication:

• Attend to customer inquiries via phone, WhatsApp, email, and chat in both Hausa and English.
• Provide clear information on product availability, order status, and delivery timelines.
• Resolve customer complaints promptly and professionally.
• Escalate complex issues to the appropriate internal teams when necessary.

Order & Service Coordination:

• Track and update customers on orders in real-time.
• Coordinate with logistics and operations teams to ensure timely delivery of medical supplies.
• Confirm order accuracy and support order modifications where required.
• Ensure proper documentation of all customer interactions.

Customer Relationship Management:

• Build strong relationships with hospitals, clinics, and healthcare partners.
• Ensure high levels of customer satisfaction and retention.
• Proactively follow up with customers on pending or delayed requests.

Data & Reporting:

• Log all customer interactions in the CRM system accurately.
• Maintain daily reports on customer issues, resolution status, and recurring challenges.
• Provide feedback to improve service delivery processes.

Compliance & Quality Standards:

• Adhere to company service standards and healthcare logistics protocols.
• Ensure confidentiality of customer and patient-related information.
• Follow escalation procedures for critical or emergency requests.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• Average response and resolution time
• Number of successfully resolved tickets
• Accuracy of order tracking and updates
• Complaint escalation rate
• Customer retention and repeat engagement

What Success Looks Like

• Customers receive timely, accurate, and empathetic support.
• Reduced service delays through effective coordination.
• Strong trust and satisfaction from healthcare partners in Hausa-speaking regions.
• Smooth communication flow between customers and internal teams.

Key Requirements
Education & Experience:

• Diploma or Bachelor’s degree in any relevant field.
• 2–3 years experience in customer service, call center, or operations support (healthcare/logistics preferred).

Skills & Competencies:

• Fluency in Hausa and English (mandatory).
• Strong communication and active listening skills.
• High emotional intelligence and patience in handling complaints.
• Ability to multitask in a fast-paced environment.
• Basic computer literacy and familiarity with CRM tools.
• Strong problem-solving skills and attention to detail.