Customer Support Representative (Diagnostics) at 54gene

Reports to: Sales and Customer Support Director
Industry: Biotechnology

Job Description

• The customer support representative (Diagnostics) is responsible for providing superior service with each customer interaction in a friendly and timely manner.
• He/She 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 emails)
• Manage the platforms as it relates to resolving customer issues (Ticket opening)
• Provides a first step resolution of customer related issues as it relates to Diagnostics platforms issues (Consumers and providers)
• Keeps records of customer interactions, transactions, comments, and complaints.
• Escalates issues to various departments and coordinates the implementation of corrective measures related to Diagnostics platforms (Consumers and Providers)
• On an ongoing basis, generate insights that guides and improve 54gene’simage amongst consumers.
• Providing 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 times.
• Periodically surveys customers to identify customers perception on 54gene’s strengths and opportunity in the Diagnostics market in Nigeria.
• Responding promptly to customer inquiries and Provide customer service levels within the framework of “Going the Extra Mile”, but not to the detriment of 54gene.

Education & Certifications

• High School Diploma, General Education Degree or equivalent.

Experience

• 1-3 years' experience in the medical field (As a medical or Diagnostics representative)
• Previous experience in customer support would be a plus.

Knowledge, Skills & Abilities:

• Ability to stay calm when customers are stressed or 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
• 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.