Helium Health is a full-service Healthtech company that provides a suite of solutions for healthcare providers, payers, and patients in emerging markets — at the core of which is our SaaS based electronic medical records/hospital management information system (EMR/HMIS).
We are recruiting to fill the position below:
Job Title: Customer Experience Analyst
Location: Lagos
Job Type: Full Time (Hybrid)
Job Summary
- The Customer Experience (CX) Analyst will be responsible for engaging with customers periodically and working to resolve complaints accordingly.
- This includes following up on every issue to ensure complete satisfaction and maximum utilization of the Helium Products deployed to customers.
Responsibilities
- Directly interact with clients to help identify and assess needs towards the prompt resolution of issues.
- Handle customer complaints, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Handle inbound requests via email, calls, chats, or face-to-face for clients’ complaints, requests, or enquiries. Log incidents using CRM tools, take action, and close them accordingly.
- Constantly monitor the use of our products, resolving any first-level client complaints and escalating where necessary.
- Follow up to ensure the resolution of our clients’ complaints
- Maintain a positive, empathetic, and professional attitude towards clients at all times.
- Manage the database of Helium customers, ensuring it is effectively segmented for targeted marketing activities.
- Work with the Tech Support team to resolve issues and restore service promptly.
- Measure the effectiveness of improvement and provide management visibility to such improvement.
- Execute Customer Experience strategies as directed to encourage customer retention and customer loyalty.
- Follow Customer Experience communication procedures, guidelines, and policies.
Requirements
- Candidates should possess an HND / B.Sc Degree
- Minimum 2 years’ relevant experience
- Experience with Customer Service Systems and KPI metrics would be an added advantage.
- Eager to work in an entrepreneurial environment and help drive innovation.
- Customer-oriented and able to adapt to different characters and maintain professional composure in difficult situations.
- Ability to multitask, prioritize, and manage time effectively
- Great attitude with the ability to foster a fun, productive working environment.
- Good communication skills that will ensure effective conveyance of information and execution of duties in a cross-functional setting.
Benefits
- This role offers a competitive salary in a collaborative work environment with a dynamic and diverse team.
- We also offer tremendous potential with a growing global organization.
- Package includes guaranteed take home
- 20 days holidays + public holidays
- Enhanced Parental + Family Leave – 60 days paid Maternity Leave and 20 days paid Paternity Leave. Our Adoption Leave policy follows the similar arrangements.
- Health Insurance or Medical Allowance
- Robust Learning and Development Opportunities
- Team-building activities and social events
- Amazing team culture!
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online