Job Description

Jacaranda Health Customer Success Agent Job in Kenya 2019 

Jacaranda Health Solutions Ltd

Job Vacancy: Customer Success Agent

Expectations and Responsibilities

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

Goals

 Provide clients with accurate health information in clear, concise language

 Ensure clients have a positive experience when interacting with the Jacaranda Q&A platform

Expectations

 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.

 Send a weekly report to the supervisor with a spreadsheet showing week’s progress

 Send a monthly report latest by 30th/31st on the month’s progress, questions answered, lessons learnt, successes, challenges, solutions provided and recommendations on how to improve the Q&A.

 Train new agents as needed

Requirements

• 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

To Apply:

Interested candidates should send their application cover letters and CVs to jobs@jacarandahealth.org with the subject line Customer Success Agent.

Deadline: 6th September 2019.

Jacaranda Health Solutions Ltd
Number 4, Diani Close off of Ole Dume Road, Kilimani | PO Box 52595-00100 | Nairobi, Kenya
info@jacarandahealth.org

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