Call Centre (Pigia Penda) Representative at Penda Health

Scope of work

Pigia Penda is the official Penda Health Call Center Platform handling both Telemedicine and General Customer requests virtually. The Core mandate for the Representative is to be the first virtual contact between Penda Health and all our stakeholders, drive Pigia Penda growth through  Virtual and Physical Sales, at all times provide a great patient experience to Penda Patients through excellent customer handling, resolution and escalation of customer concerns and making Follow up calls to our patients after treatment. 

 Responsibilities:

Chat Handling:

• Handling Customer Chats through Chat na Penda promptly and professionally, Respond to any enquiries, resolve concerns as raised and transfer/escalate medical related chats to a Provider appropriately i.e. laboratory and prescription requests or other relevant departments. 
• Handling of incoming chats on Chat na Penda with a focus in generating leads to maximize conversion for telemedicine from prospective customers.

Call  Handling:

•  Attend all incoming calls timely and professionally and ensure that callers’ issues are resolved well, given the right information and within a short time possible i.e first time resolution and provide as adequate information as possible. 
• Completion of Outbound calls as assigned as per the set timelines. 

Patient Experience:

•  Attend to customer queries, resolve complaints and escalate promptly as required. 
• Handling of follow up calls for all patients assigned after treatment with great patient experience and escalating to a Pigia Penda Provider as appropriate. 
• Continuous  learning and growth  and improved  Product knowledge through training to offer great patient experience.

Documentation 

• Ensure proper documentation in all the Pigia Penda required documents and data points, i.e call forms , Trackers and Electronic systems etc. 
• Any other duties as assigned by the Pigia Penda Manager in line with the organization goals and objectives. 

Requirements: 

• Basic computer skills with a typing speed of above 40 wpm 
• Fluent in Swahili and English 
• Must have worked in a customer service setting  before with outstanding customer interaction skills a must. 
• Experience in a Call Center set up is an added advantage and highly recommended. 
• Great team player with drive for results and enjoys being part of a team.