Operations

Customer Success Analyst

Lagos   |   Contract

Helium Health is a full-service healthtech company that provides a suite of solutions for healthcare providers, payers, patients and partners in emerging markets. We offer a hospital management suite, automated lending and data-driven public health solutions for healthcare stakeholders in Africa and the Middle East.

We are looking to hire Customer Success (CS) Analysts who will be responsible for engaging customers periodically and working to resolve complaints accordingly; following up on every issue and ensuring complete satisfaction and maximum utilization of the Helium Products deployed to customers. 

Includes the opportunity to work remotely


Responsibilities: 

  • Directly interact with clients to help identify and assess needs towards the prompt resolution of issues. 

  • Handle customer complaints, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 

  • Handle inbound requests via email, calls, chats or face to face for client’s complaint, request or enquiries. Log incidents using CRM tools, action and close accordingly. 

  • Constantly monitor the use of our products, resolving any first level client’s complaint and escalating where necessary. 

  • Follow up to ensure resolution of client’s complaint 

  • Maintain a positive empathetic and professional attitude towards clients at all times. 

  • Manage the database of Helium customer ensuring it is effectively segmented for targeted marketing activities. 

  • Work with the Tech Support team to resolve issues and restore service promptly. 

  • Measure the effectiveness of improvement and provide management visibility to such improvement. 

  • Execute Customer Success strategies as directed to encourage customer retention and customer loyalty. 

  • Follow Customer Success communication procedures, guidelines and policies. 


Requirement: 

  • Minimum 2 – 5 years’ relevant experience 

  • Experience with Customer Service Systems and KPI metrics would be an added advantage. 

  • Eager to work in an entrepreneurial environment and help drive innovation. 

  • Customer Oriented and ability to adapt to different characters and maintain professional composure in difficult situations. 

  • Ability to multitask, prioritize and manage time effectively 

  • Great attitude with the ability to foster a fun, productive working environment. 

  • Good communication skills that will ensure effective conveyance of information and execution of duties in a cross-functional setting. 

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