Customer Service Executive

Overview

In your capacity as a customer service executive, you will be vital to providing our patients and users with outstanding care. As the initial point of contact for questions, help requests, and support, you'll make sure that everyone has a smooth and enjoyable experience. Your proactive and compassionate attitude will help us establish trusting relationships with our users and boost their faith in our offerings.

Responsibilities

• Quickly and professionally respond to user questions via phone, email, and chat while keeping the needs of the consumer in mind. • Give precise details on our offerings, such as how to schedule an appointment, how to conduct a teleconsultation, and basic questions regarding medical issues. • Help users navigate our site, troubleshoot technical difficulties, and walk them through the account creation and registration process. • Raising complicated questions or problems to the appropriate departments will allow you to keep control of the user's issue until it is resolved. • Keep thorough records of all conversations and transactions to guarantee that current, accurate data is accessible for evaluation and enhancement. • Work together with the larger team to find ways to improve our user experience and find possibilities for process enhancement. • Gather, examine, and evaluate data related to customer service in order to spot trends, patterns, and opportunities for development. • Monitor client comments, questions, and complaints via a variety of channels (phone, email, chat, social media, etc.) to spot new trends and problems in customer care. • Work together with the appropriate teams to improve customer satisfaction and proactively handle possible problems. • Collaborate collaboratively with teams from other departments, such operations and product development, to apply data-driven insights to process enhancements. • Compile reviews, polls, and in-person conversations with customers to get a comprehensive picture of their mood. • Work together with customer care agents to provide knowledge about efficient client handling techniques and approaches. • Contribute to the creation and implementation of training initiatives aimed at enhancing customer service abilities and product expertise. • To improve your analytical abilities and provide new perspectives to the team, keep up with developing technology, market trends, and best practices in customer service.

Requirements

• A bachelor's degree in marketing, analytics, psychology, business, or a similar discipline. • It is desirable if you have prior expertise in customer service or a similar sector. • Strong communication abilities in English, both written and spoken. Speaking any other Ghanaian language well is advantageous. • A gentle and sympathetic manner; competent in handling user issues and offering support. • Though not required, having experience with medical terminology or having worked in the healthcare industry is a benefit. • Tech-savvy and able to pick up and use digital platforms fast. • Outstanding capacity to solve problems quickly and flexibly. • Being conversant with customer support software is advantageous. • Capacity to cooperate and perform well in a cross-functional team setting. • Strong organizational abilities and the capacity to oversee several tasks at once. • Knowledge of outbound call centers is advantageous. mak@ourberry.com