Customer Support Manager at 54gene Nigeria

54gene was founded in 2019 by Dr. Abasi Ene-Obong to address the significant gap in the global genomics market; Nearly 90% of genetic material used in pharmaceutical research is Caucasian. Only 2% is African, despite the fact that Africans and people of African ancestry are more genetically diverse than all other world populations combined.

We are recruiting to fill the position below:

Job Title: Customer Support Manager

Location: Lagos
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.