Position Description

• mPharma is looking for a call centre agent with a background in healthcare management and pharmacy studies.
• The call centre agent will be the face of our B2C business (online and offline retail) and will be responsible for helping customers understand and use our services.
• This candidate will be a member of our Call Centre team in Nigeria and will work with the team to deliver value and high quality service to customers.

Responsibilities

• Handle inbound and outbound client calls in line with mPharma’s objectives.
• Follow relevant call centre communication scripts when engaging clients.
• Engage and build sustainable relationships with clients.
• Employ call centre software in keeping appropriate records of all client communication.
• Ensure clients are satisfied with the level of service being delivered by administering customer satisfaction surveys.
• Maintain and improve quality of service by adhering to standards and guidelines.
• Keep a shared log of functional/process improvements/issues for iterative purposes.
• Seize opportunities to upsell products when they arise.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Our Ideal Candidate:

• HND/Bsc/BEd Administration, Biological Science or any related program.
• Pays attention to detail even under work-related pressure.
• Has a strong work ethic and a “can-do” attitude that requires minimal supervision.
• Is fluent in English with excellent writing, verbal, analytical, and organisational skills.
• Is fluent in at least one local language.
• Works effectively as a team member and promotes collaboration.
• Exhibits creative problem solving.
• Has great active listening skills.
• Has exceptional interpersonal and rapport building skills.
• Has a patient and empathetic attitude.
• Is computer literate; familiar with Google Suite and Microsoft Office tools.