Customer Success Agent Job at Jacaranda Health - Career Opportunity in Kenya
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1676 Days Ago
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Vacancy title:
Customer Success Agent

[ Type: FULL TIME , Industry: Healthcare , Category: Administrative & Office ]

 

Jobs at:

Jacaranda Health

Deadline of this Job:
30TH August 2019  

Duty Station:
Within Kenya , Nairobi , East Africa

Summary
Date Posted: Monday, August 26, 2019 , Base Salary: Not Disclosed


JOB DETAILS:

The customer success agent will report directly to the Senior M&E Coordinator. .

Job Responsibilities:
• Provide clients with accurate health information in clear, concise language
• Ensure clients have a positive experience when interacting with the Jacaranda Q&A
• platform
• Respond to 200+ questions each day from users via SMS (possibly other channels such
• as Facebook and Telegram as well)
• Make sure all questions are responded to within 1 hour (high priority questions) or 4
• hours (lower priority questions) during working hours with possibility of overtime on
• weekends
• Continuously update Q&A database as applicable and alert a supervisor if the
• messaging platform or FreshDesk stops functioning
• Ask for help if a medical response is needed (and not in the existing database) from a
• medical professional. Do not guess about medical information.
• Refer clients to the appropriate partner organization for specific issues (mental health,
• miscarriage/loss, abuse, etc)
• Understand clients’ perspectives and feedback on the services they have received and
• communicate insights to the Q&A team.
• If the person has scored “Slow” on the online typing test, he/she will be expected to
• spend 30 minutes per day using an online typing training system. Progress reports
• should be shared with the supervisor on a weekly basis.
• Report daily to the supervisor on number of questions answered and any possible
• challenge that needs to be addressed.


Job Skills: Not Specified


Job Qualifications:
• Diploma or degree in Health Promotion or other health-related field
• Fluency in English and Kiswahili; ability to translate written answers between these two languages
• Typing skills and willingness to improve typing skills
• Customer-centric
• Detail oriented and accurate in responding to queries
• Self-starter: interested in growing skills, giving and receiving feedback, self-aware
• Experience in customer-facing work, such as customer service, customer success, research, sales


Job Education Requirements: Not Specified


Job Experience Requirements: Not Specified

 

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Job application procedure
Interested candidates should send their application cover letters and CVs to jobs@jacarandahealth.org  with the subject line Customer Success Agent. Deadline is: 30TH August 2019

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Job Info
Job Category: Customer Service jobs in Kenya
Job Type: Full-time
Deadline of this Job: 30th August 2019
Duty Station: Nairobi
Posted: 26-08-2019
No of Jobs: 1
Start Publishing: 26-08-2019
Stop Publishing (Put date of 2030): 26-08-2065
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