Jobs 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.

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Role Summary

• The Customer Acquisition Agent is responsible for identifying, engaging, and converting new healthcare facilities, hospitals, and clinics into active customers for LifeBank.
• The role focuses on expanding the company’s customer base, driving revenue growth, and ensuring seamless onboarding of new accounts into LifeBank’s healthcare logistics ecosystem.
• You will be the frontline growth driver, building trust with healthcare providers and positioning LifeBank as the preferred partner for medical supply and logistics solutions.

Key Responsibilities
Customer Acquisition & Sales:

• Identify and prospect new hospitals, clinics, pharmacies, and healthcare facilities.
• Conduct cold calls, visits, and outreach to generate new business opportunities.
• Present LifeBank’s services and value proposition to potential customers.
• Convert qualified leads into active paying customers.
• Achieve monthly and quarterly acquisition targets.

Field Engagement & Relationship Building:

• Conduct on-site visits to healthcare facilities to understand their needs.
• Build strong relationships with decision-makers (doctors, procurement officers, administrators).
• Maintain consistent follow-up with prospects until conversion.
• Represent LifeBank professionally in all field interactions.

Onboarding & Activation:

• Support new customers through onboarding and first-order activation.
• Ensure smooth handover to customer service and operations teams.
• Educate customers on ordering processes, platforms, and service standards.

Market Intelligence:

• Gather insights on competitor activity, pricing, and service gaps.
• Identify underserved areas and new market opportunities.
• Provide feedback to the growth and product teams on customer needs.

Reporting & CRM Management:

• Maintain accurate records of leads, visits, and conversions in CRM tools.
• Submit daily/weekly reports on sales activities and pipeline progress.
• Track performance against acquisition targets.

Key Performance Indicators (KPIs)

• Number of new customers acquired monthly
• Conversion rate from leads to active accounts
• Revenue generated from new accounts
• Number of successful field visits and engagements
• Customer onboarding success rate
• Pipeline size and growth

Key Requirements
Education & Experience:

• Bachelor’s degree or equivalent in Business, Marketing, Health Sciences, or related field.
• 2–4 years experience in sales, customer acquisition, field marketing, or business development (healthcare or logistics is an advantage).

Skills & Competencies:

• Strong persuasion, negotiation, and communication skills.
• Comfortable with field work and frequent customer visits.
• Self-motivated and target-driven.
• Ability to build trust quickly with healthcare professionals.
• Basic CRM and digital tool proficiency.
• Strong resilience and ability to handle rejection.

What Success Looks Like:

• Consistent growth in new healthcare facilities signed on.
• Strong pipeline of qualified prospects across assigned regions.
• Smooth onboarding experience for new customers.
• Increased revenue contribution from new acquisitions.
• Strong presence of LifeBank across targeted healthcare networks.