Customer Support Manager at 54gene

Job Type: Permanent
Industry: Biotechnology
Department: Sales
Status: Permanent
Reports to: Customer Support Manager

Job Description

• The Customer Support Representative  is responsible for providing superior service with each customer interaction in a friendly and timely manner.
• S/he manages customers queries and complaints by maintaining a high level of standard that support 54gene’s reputation.
• They collaborate with all departments to develop a framework for excellent support and drive efficient first response time, average response time, total handle time for the Diagnostics business.

Essential Functions

• Communicate with customers through various 54gene channels (chat, phone and email)
• Manage the platforms as it relates to resolving customer issues (ticket opening)
• Provide a first step resolution of customer-related issues as it relates to Diagnostics platforms issues (consumers and providers)
• Keep record of customer interactions, transactions, comments and complaints
• Escalate issues to various departments and coordinate the implementation of corrective measures related to Diagnostics platforms (consumers and providers)
• On an ongoing basis, generate insights that guide and improve 54gene’s image amongst consumers
• Provide feedback to various departments on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support
• Maintain a positive, empathetic and professional attitude toward customers at all time
• Periodically survey customers to identify customers perception on 54gene’s strengths and opportunities in the Diagnostics market in Nigeria
• Respond promptly to customer inquiries and provide customer service levels within the framework of “Going the Extra Mile”, but not to the detriment of 54gene.

Requirements
Education & Certifications:

• High school diploma, general education degree or equivalent.

Experience:

• 3-5 years’ relevant experience
• 1-2 year supervisor/managerial expertise.

Knowledge, Skills & Abilities:

• Ability to stay calm when customers are upset
• Comfortable using computers
• Good listening skills
• Strong problem-solving skills, attention to detail and ability to follow-through
• Ability to communicate with diverse audiences, internally and externally
• Ability to build rapport and connect with people
• Solid understanding of consumer behaviors and industry trends
• Proficiency in Microsoft Office and CRM/client database software systems
• Understanding of diagnostics and the science focus of the business
• Ability to thrive in a complex, cross-functional and science-driven environment
• Cross-cultural competency; ability to work with a diverse team
• English fluency; fluency in Yoruba, Igbo and/or Hausa will be a plus.