Customer Support Representative (Diagnostics)

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