Customer Service Manager at Ginos Ventures Limited

As an Indigenous distributor of medical consumables and devices across Africa, we provide solutions to all problems of procurement, distribution and supply of all medical consumables. We currently distribute for over 15 multinational healthcare companies and have a working relationship with about 60% of healthcare institutions in Nigeria with 23 Medical Representatives and 10 mini distributors that cover major regions in the country.

We procure and supply devices like; Surgical Sutures; Spine instruments; 3M Durapore Plaster; Surgical Drapes & Gowns; Indicator/Autoclave tape; Lab Equipment; etc and our services includes; Spine Implant; Orthopedic etcJob Summary

The customer experience officer is the first point of contact. S/he is responsible for attending to customers’ enquiries and creating awareness of available products to customers through a variety of means, such as online chats, email, or phone calls.
S/he is responsible for attending to feedback, complaints and redirects them to the appropriate team or department or may take other steps with the goal of achieving customer satisfaction.

Responsibilities

Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer enquiries.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Draft correspondence such as emails and letters.
Answer phone calls, emails and take messages.
Processing orders, forms, applications, and requests.
Responsible for logistics and ensuring that dispatched orders get delivered.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues as necessary.
Developing feedback surveys
Thinking of ways to show appreciation to loyal clients
Providing feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.

Requirements

Possess a minimum of B.Sc qualification
5+years’ experience in a similar role
Must be mature and smart
Must be familiar with Commercial phone systems, Customer relationship management software and Microsoft Office Suite (Word, Outlook, and PowerPoint).
Must have great ability to multi-task.
Must be very fluent in English with excellent communication skills.
Attention to details and strong conflict management skill
Must have good critical thinking, problem-solving, time management and record management skills