Call Center Representative (Hausa) at mPharma

mPharma is a mission-driven company that prioritizes making medications more affordable for patients. Headquartered in Accra, Ghana, the company is composed of a dedicated and growing team of over 350 members. Supported by investors who share their mission, mPharma collaborates with third-party payers, drug manufacturers, and healthcare providers to develop innovative products and services aimed at reducing the cost of prescription drugs for patients. In a relatively short period, mPharma has successfully provided access to low-cost, high-quality medicines to hundreds of thousands of patients in seven African countries, including Ghana, Nigeria, Zambia, Zimbabwe, Kenya, Malawi, and Rwanda. The company’s commitment to improving healthcare affordability has positively impacted the lives of patients across the continent.

Title: Call Center Representative (Hausa)

Location: Lagos

Employment Type: Full-Time

Department: E-Commerce

Position Description 

• We are looking for a call center agent with a background in healthcare management and pharmacy studies.
• The call center agent will be the face of our B2C business (online and offline retail) and will be responsible for helping customers understand and use our services.
• The candidate will be a member of our call center team in Lagos, Nigeria, and will work with the team to deliver value and high-quality service to customers.

Key Responsibilities

• Handle inbound and outbound client calls in line with mPharma’s objectives.
• Follow relevant call center communication scripts when engaging clients.
• Engage and build sustainable relationships with clients.
• Employ call center software to keep appropriate records of all client communication.
• Ensure clients are satisfied with the level of service being delivered by administering customer satisfaction surveys.
• Maintain and improve quality of service by adhering to standards and guidelines.
• Keep a shared log of functional/process improvements/issues for iterative purposes.
• Seize opportunities to upsell products and services when they arise.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Our Ideal Candidate

• Prior experience as a customer service agent in a healthcare setting is a plus.
• A self-starter who can multitask while consistently producing high-quality deliverables.
• Is fluent in English and Hausa with excellent writing, verbal, analytical, and organizational skills
• An additional advantage with fluency in any other local language..
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• Proficient in Microsoft Office Suite, specifically Excel.
• Works effectively as a team member, promotes unity, and adapts to change.
• Exhibits creative problem-solving.
• Has excellent active listening skills.
• Has exceptional interpersonal and rapport-building skills.
• Has a patient and empathetic attitude.

Qualifications

• BSc Health Services Management / Public Health / Pharmaceutical  Science or any related program.

Deadline: Not Specified.

How to Apply: Interested and qualified candidates should Click Here to apply online