Customer Service-JA at mPharma

Position Description

• mPharma is looking for a dynamic individual with exceptionally high work standards to join our Customer Success Team as Customer Service Junior Associate.
• This role entails developing customer relationships with the aim to promote retention and customer loyalty.
• The Customer Service Junior Associate will also provide technical support to customers with the goal to keep customers satisfied with mPharma products and to streamline internal customer facing processes.

Key Responsibilities;

• Manages the entire cluster of facilities in the region to ensure all orders requested are fulfilled.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Owning and leading multiple customer accounts and managing relationships utilizing project management best practices.
• Knowing the company’s products and providing existing customers with technical and product support.
• Creating and implementing procedures that optimize the customer experience.
• Identifying and finding solutions to potential operational issues such as billing, deliveries of drugs etc.
• Build sustainable relationships of trust through open and interactive communication.
• Assist customers with placement of orders, withdrawals or returns.
• Work with the Customer Service Manager to ensure proper customer service is being delivered.
• Interface with other Supply Chain departments- Warehousing & Distribution to ensure all orders are fully serviced within agreed timelines.

Our Ideal Candidate

• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• Fluent English with excellent writing, verbal, analytical, and organizational skills.
• Proficient in Microsoft Office Suite, specifically Excel.
• Experience in the health domain either working with multinational pharmaceutical companies, clinical settings or other healthcare services.
• Strong interpersonal skills to network with new people and develop business relationships with a wide variety of stakeholders.
• Experience managing people.
• Experience working in multinational companies with teams located in other countries is an advantage.
• The ability to be based in Nigeria.
• A self-starter who can multitask while consistently producing high quality deliverables for a diverse set of concurrent initiatives.

Qualifications

• Bachelor’s degree in Pharmacy 
• 3+ years of professional experience in a healthcare organization (including internships)