Area of Work: Sales, marketing, promotion
Job Type: Full Time
Contract Type: Permanent
Job Level: Entry-Level
Required Work Experience: 1 Years
Description of role
The holder of the position will provide great customer experience (by showing empathy, creating rapport and building trust) through contact with Ilara customers. The target is to ensure excellent service standards, efficient response to customer inquiries and maintain high customer satisfaction.
About Ilara Health
Ilara Health was founded to make common diagnostics affordable and accessible to the 500m people in Africa who today struggle to access even simple diagnostic tests such as blood tests and ultrasound screening. The problem is that primary care doctors cannot offer many diagnostics in their clinics so must refer patients. But given the infrastructure challenges in Africa (time and money it takes to get anywhere) patients often do not go.
We solve this problem by partnering with companies using robotics and AI to create lower cost diagnostics, integrating their devices into our tech platform, and sell this bundle to doctors with financing. Doctors can now offer tests directly in their clinic, improving care and growing their revenue.Ilara Health is live in multiple clinics across Nairobi and has just closed an investment round led by local and international investors to expand to a lot more clinics by the end of 2019.
Handle customer inquiries via telephone and/or Email.
Update customer information in the customer service database during and after each call.
Manage and resolve customer complaints.
Provide customers with product and service information by clearly explaining procedures; answering questions; providing information.
Identify and escalate priority issues and where necessary, follow up customer concerns.
Document all customer interaction information according to standard operating procedures.
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers.
Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.
Actively assist sales agents in acquiring new customers.
Receive and communicate any feedback from the customer that impacts the organization.
Surveys assigned from time to time.
Any other duties assigned from time to time.
Degree OR Diploma in any business-related field.
Fluent in English and Kiswahili languages.
English and Kiswahili (Written and spoken)
Proven customer support experience or experience as a Telesales representative.
Proficient in Office and CRM applications.
Strong phone contact handling and active listening skills.
Someone who has great service attitude and passion towards customer satisfaction.
Ability to work in shifts.
Maintains communication equipment in working order, reporting problems promptly and effectively.
Customer orientation and ability to adapt and respond to different types of people.
Demonstrate ability to handle pressure and perform duties well to completion.
Ability to multi-task, prioritize and manage time effectively.
Demonstrate ability to be a team player, working to achieve own and team targets. ·
Previous Call Center experience will be an added advantage
How to apply
Apply for Telesales Representative Job here