Customer Success Agent at Jacaranda Health

Expectations and Responsibilities

The customer success agent will report directly to the Senior M&E Coordinator.

Goals

• Provide clients with accurate health information in clear, concise language
• Ensure clients have a positive experience when interacting with the Jacaranda Q&A platform

Expectations

• 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 on weekends
• 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

Requirements

• 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