Customer Care Lead

Job Purpose

The Customer Care Lead will be responsible for overseeing and managing a team of customer care representatives to provide exceptional customer service to patients, healthcare providers, and other stakeholders. This role requires a strong understanding of the healthcare industry, including regulatory requirements, patient needs, and product knowledge.

Customer service:

• Manage and oversee the handling of customer inquiries and complaints through various channels, such as phone, email, and live chat.
• Troubleshoot and resolve customer issues promptly and effectively.
• Implement and monitor customer satisfaction metrics, such as customer satisfaction surveys and Net Promoter Score (NPS).
• Provide accurate and up-to-date information on products and services.
• Manage the return and exchange process for defective or damaged products.

Process Improvement:

• Identify Process Bottlenecks, analyze customer service processes to identify areas for improvement.
• Implement process improvements to enhance efficiency and customer satisfaction.
• Utilize customer relationship management (CRM) systems and other technologies to streamline operations.

Regulatory Compliance:

• Protect patient privacy and confidentiality.
• Ensure compliance with HIPAA, FDA, and other relevant regulations.
• Stay informed about changes in regulations and industry standards.

Quality Assurance

• Ensure that customer service representatives adhere to quality standards and guidelines.
• Regularly review customer interactions to identify areas for improvement.
• Implement Quality Improvement Initiatives: Develop and implement strategies to enhance customer service quality.

Risk Management

• Escalate complex or urgent issues to appropriate departments for resolution.
• Respond to customer crises calmly and effectively.
• Identify potential risks, such as product recalls or adverse events, and implement risk mitigation strategies.

Product Knowledge

• Maintain a deep understanding of the company's products and services, including features, benefits, and limitations.
• Offer technical assistance to customers, troubleshooting issues and providing solutions.
• Keep up-to-date with industry trends and advancements to provide accurate and relevant information.

Educational Requirements

• Bachelor’s degree in a related field.
• Master’s degree is an added advantage

Professional Requirements

• A certification in Customer Service such Certified Customer Service Professional (CCSP) is an added advantage

Experience Requirements

• 6 - 8 years’ progressive experience in customer service in the medical device or pharmaceutical industry.
• Progressive experience in customer service in the medical industry

African Medical Centre of Excellence, Abuja (AMCE Abuja) aims to be an Employer of Choice, providing equal opportunity for everyone regardless of their background, gender, race and other protected characteristics.