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  • Customer Success Agent at Jacaranda Health

  • Posted on: 26 August, 2019 Deadline: Not Specified
  • View Jobs in Healthcare / Medical View All Jobs at Jacaranda Health
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  • Jacaranda Health is a social enterprise and operates as a 501(c)3 in the US. Our mission is to transform maternal health care in East Africa and make pregnancy and childbirth safer for women and newborns.

    Customer Success Agent


    Job Description:

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


    • 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 on
    •  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


    •  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

    Method of Application

    Interested candidates should send their application cover letters and CVs to jobs@jacarandahealth.org with the subject line Customer Success Agent.
    Deadline is: 30TH August 2019

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