Job Description:
The customer success agent will report directly to the Senior M&E Coordinator.
Responsibilities:
Provide clients with accurate health information in clear, concise language
Ensure clients have a positive experience when interacting with the Jacaranda Q&A platform
Respond to 200+ questions each day from users via SMS (possibly other channels such as Facebook and Telegram as well)
Make sure all questions are responded to within 1 hour (high priority questions) or 4 hours (lower priority questions) during working hours with possibility of overtime onweekends
Continuously update Q&A database as applicable and alert a supervisor if the messaging platform or FreshDesk stops functioning
Ask for help if a medical response is needed (and not in the existing database) from a medical professional. Do not guess about medical information.
Refer clients to the appropriate partner organization for specific issues (mental health, miscarriage/loss, abuse, etc)
Understand clients’ perspectives and feedback on the services they have received and communicate insights to the Q&A team.
If the person has scored “Slow” on the online typing test, he/she will be expected to spend 30 minutes per day using an online typing training system. Progress reports should be shared with the supervisor on a weekly basis.
Report daily to the supervisor on number of questions answered and any possible challenge that needs to be addressed.
Send a weekly report to the supervisor with a spreadsheet showing week’s progress
Send a monthly report latest by 30th/31st on the month’s progress, questions answered, lessons learnt, successes, challenges, solutions provided and recommendations on how to improve the Q&A.
Train new agents as needed
Qualifications:
Diploma or degree in Health Promotion or other health-related field
Fluency in English and Kiswahili; ability to translate written answers between these two languages
Typing skills and willingness to improve typing skills
Customer-centric
Detail oriented and accurate in responding to queries
Self-starter: interested in growing skills, giving and receiving feedback, self-aware
Experience in customer-facing work, such as customer service, customer success,research, sales
