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Job Summary

You will answer incoming calls from Heartland Alliance Nigeria clients who want to make inquiries about their health options, respond to inquiries, manage complaints, troubleshoot significant client’s personal and health facility service challenges and problems and provide general information and direction. You will be a member of the Care and Support Team for clients already and intending to receive available services. You will send periodic reminders that will aid adherence to appointments and therapy while also probing to identify psychosocial inhibitions suffered by the client to address, document or report to supervisor. You will also validate completion of field activities by verifying directly from service end beneficiaries and outlets if indeed the said activity was carried out. You will also, at all times, project a professional organizational image through voice and online interactions.

  • Minimum Qualification: HND
  • Experience Level: Entry level
  • Experience Length: 2 years

Job Description

Responsibilities and Duties:

·         Answer incoming calls and respond to clients inquiries accurately and promptly

·         Management and resolve clients complaints

·         Reach out to clients and service points to give and make informed information and inquiry

·         Identify and deescalate issues by reporting promptly to supervisors

·         Provide commodities and service information to clients

·         Research required information using available resources available at your disposal and reaching back to the inquirer with findings

·         Research, identify, and resolve clients complaints using applicable software and materials provided for you

·         Ensure documentation of all call information according to standard operating procedures set up by HAN

·         Recognize, document, and alert the team of trends in customer calls

·         Follow up clients calls where necessary especially if you had promised to do so

·         Complete call logs and reports

·         Ability to perform any other duties as assigned by supervisor

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