Customer Support Associate - Lagos

Customer Support Associate Lagos, Nigeria (Remote)

Maisha Meds is hiring! We’re looking for a customer support Associate to join our team. 

About Maisha Meds 

Maisha Meds is an organization dedicated to improving health care in Africa. We began full-time operations in 2017 and over the past few years has grown to support over 1.5 million patient encounters annually across Kenya, Tanzania, Uganda, Nigeria, and Zambia with our suite of software products.  We are building the financial and technology infrastructure to enable global health funders to pay for health outcomes at the last mile, with a focus on malaria case management (and results from a RCT with UC Berkeley due out later this year), injectable contraceptives, prenatal care, HIV pre-exposure prophylaxis, and COVID testing and vaccination.

Our work is funded by USAID Development Innovation Ventures, the Bill & Melinda Gates Foundation, the Children’s Investment Fund Foundation, Grand Challenges Canada, Pfizer, and others, and we are starting to build partnerships with multilateral global health funders, pharmaceutical companies, and national health insurance funds.  We use data from our point-of-sale software to design programs that leverage financial incentives to improve uptake of high impact health products.  And we measure our success by our ability to improve the quality and affordability of healthcare diagnosis, treatment, and prevention for low-income patients across Africa.

About the role

We are looking for an enthusiastic and diligent team member who would join our country team with a focus on customer support. An ideal candidate has some experience in customer care, operations, report writing, and data entry. This candidate enjoys a fast-paced working environment, loves working with and interacting with customers, and re-iterating systems to improve the customer experience. This candidate is a customer-centric leader who will effectively work to encourage pharmacies and clinics to consistently use the Maisha Meds programs as well as grow our customer base. 

Responsibilities

• Provide exceptional support to facility owners, ensuring they have the knowledge and resources to ef utilize the system effectively, manage customer interactions, and comply with regulations.
• Contribute to the success of the facility owner support by addressing inquiries efficiently and assisting with training and re-training where necessary.

• Respond to inquiries from facility owners through various channels.
• Troubleshoot basic technical issues and system usage challenges.
• Escalate complex issues to managers to enable effective problem-solving. 
• Assist with training programs, including setting up devices 
• Ensure all facilities activities(Interactions, records, inbound and outbound support) are accurately updated on HubSpot

• Assist in ensuring loyalty compliance is followed and is above 95%. 

• Maintain a positive and professional demeanor, fostering a collaborative support environment.

 Qualifications:

• A strong academic record is essential but a minimum of a diploma in communication, pharmacy or another related field is a plus. Someone who is a quick learner of new information and skills is more valuable for this role.
• The applicant with 1-2 years of data entry and customer relations experience is a plus.
• Prior experience working with Excel, ODK, and/or other quantitative and qualitative research tools is a plus.
• The applicant should have a high degree of professionalism; integrity; strong organization and attention to detail; presentation skills; a high energy level and experience meeting sales goals. The applicant should also be able to work independently.
• Strong communication skills are an essential component of this role including written and spoken Kiswahili and English.

• Humility, empathy, and a sense of humor. We are a team that cares deeply about our work, and it is essential that we work well together.
• You care deeply about what we’re building and how it may change how healthcare is accessed for millions of patients.

Remuneration and Benefits

The employment will be full-time with a three-month probation period but Maisha Meds reserves the right to terminate employment sooner in the event of underperforming.

The position will be based in Lagos.

The compensation for this role is commensurate with your experience and skills.