54gene was founded in 2019 by Dr. Abasi Ene-Obong to address the significant gap in the global genomics market; Nearly 90% of genetic material used in pharmaceutical research is Caucasian. Only 2% is African, despite the fact that Africans and people of African ancestry are more genetically diverse than all other world populations combined.
We are recruiting to fill the position below:
Job Title: Customer Support Representative (Diagnostics)
Location: Lagos
Department: Sales
Status: Full-Time
Reports to: Sales and Customer Support Director
Job Description
- The Customer Support Representative (Diagnostics) is responsible for providing superior service with each customer interaction in a friendly and timely manner.
- S/he manages customers queries and complaints by maintaining a high level of standard that support 54gene’s reputation.
- They collaborate with all departments to develop a framework for excellent support and drive efficient first response time, average response time, total handle time for the Diagnostics business.
Essential Functions
- Communicate with customers through various 54gene channels (chat, phone and email)
- Manage the platforms as it relates to resolving customer issues (ticket opening)
- Provide a first step resolution of customer-related issues as it relates to Diagnostics platforms issues (consumers and providers)
- Keep record of customer interactions, transactions, comments and complaints
- Escalate issues to various departments and coordinate the implementation of corrective measures related to Diagnostics platforms (consumers and providers)
- On an ongoing basis, generate insights that guide and improve 54gene’s image amongst consumers
- Provide feedback to various departments on the efficiency of the customer service process
- Ensure customer satisfaction and provide professional customer support
- Maintain a positive, empathetic and professional attitude toward customers at all time
- Periodically survey customers to identify customers perception on 54gene’s strengths and opportunities in the Diagnostics market in Nigeria
- Respond promptly to customer inquiries and provide customer service levels within the framework of “Going the Extra Mile”, but not to the detriment of 54gene
Requirements
Knowledge, Skills & Abilities:
- Ability to stay calm when customers are upset
- Comfortable using computers
- Good listening skills
- Strong problem-solving skills, attention to detail and ability to follow-through
- Ability to communicate with diverse audiences, internally and externally
- Ability to build rapport and connect with people
- Solid understanding of consumer behaviors and industry trends
- Proficiency in Microsoft Office and CRM/client database software systems
- Understanding of diagnostics and the science focus of the business
- Ability to thrive in a complex, cross-functional and science-driven environment
- Cross-cultural competency; ability to work with a diverse team
- English fluency; fluency in Yoruba, Igbo and/or Hausa will be a plus
Education & Certifications:
- High School Diploma, general education degree or equivalent.
Experience:
- 1-3 years’ experience in the medical field (as a medical or diagnostics representative)
- Previous experience in customer support would be a plus
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Office and Facilities Manager
Location: Lagos
Department: Sales
Status: Full-Time
Reports to: VP, Diagnostics & Country Manager
Job Description
- The Office and Facility Manager is responsible for the maintenance and upkeep of the organization’s offices and operational sites (including 54gene Laboratories) ensuring that they meet legal requirements and health and safety standards.
- S/he will be responsible for ensuring that all pertaining to the physical infrastructure of the business is running as it should, as well as identifying areas for greater efficiency and cost-saving in order to provide greater adaptability, flexibility and sustainability for the organization.
Essential Functions
Office/Facilities Management:
- Ensure smooth running of 54gene offices and sites operations
- Oversee and manage contracts and providers for services including security, parking, cleaning, catering and technology
- Supervise multi-disciplinary teams of staff including cleaners, maintenance, grounds and security
- Establish processes that support the smooth running of 54gene’s offices and facilities on a daily basis
- Ensure that basic facilities such as water, electricity and waste are well-maintained and/or disposed of
- Manage company fleet including company cars, vehicle usage scheduling, maintenance and repairs
- Ensure facilities meet government regulations and environmental, health and security standards
- Advise the business on increasing energy efficiency and cost-effectiveness
- Oversee building and sites projects, renovations or refurbishments
- Support the business to relocate to new offices and to make decisions on leasing
- Handle emergency issues that arise; including matters that breach the safety, security, or usability of Company’s facilities.
- Develop contingency plans regarding office operations
Administrative Support & Responsibilities:
- Manage staff travels and accommodation requirements in partnership with logistics and administrative departments
- Manage operational site budgets and ensure cost-effectiveness of running costs
- Draft maintenance reports and make written recommendations to management
Requirements
Knowledge, Skills & Abilities:
- Excellent interpersonal verbal and written communication skills
- Strong organizational savvy and attention to detail
- Ability to manage multiple priorities and meet deadlines
- High degree of proficiency with MS Office, including advanced email & calendar management, word processing, spreadsheet and database skills
- Proficiency in the use of standard office equipment
- Proficiency in use of voice and video conferencing software and equipment
- Ability to work independently to perform a wide range of duties under general guidance from supervisor; high level of integrity and dependability
- Cross-cultural competency; ability to work with a diverse, global team
- English fluency; proficiency in French is a plus
Education & Certifications:
- Bachelor’s degree in Business, Engineering, or equivalent professional level experience
Experience:
- 3-5 years’ experience as an Office/Facilities Manager, Executive/Sr. Administrative Assistant and/or similar role
- 1-3 years of supervisory experience, is a plus
- Demonstrated success working in a fast-paced, swiftly changing entrepreneurial environment; experience in rapidly growing companies, preferred
- Experience working in a company based in multiple locations, preferred; global experience a plus
- Experience in analyzing information and data, and compiling reports, preferred
How to Apply
Interested and qualified candidates should:
Click here to apply online
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