Customer service

7 days ago

Lagos, Lagos, Nigeria PHARMARUN Full time

Location: Lagos, Nigeria

Employment Type: Full-Time

About Pharmarun

:

Pharmarun is an innovative platform that provides fast and easy access to medication by connecting businesses, healthcare professionals, and end users with a network of pharmacies, logistics providers, and finance partners. We are dedicated to improving healthcare delivery across Africa through technology-driven solutions.

We are looking for a knowledgeable and proactive B2B Customer Service Representative to join our team. The ideal candidate will have a solid background in pharmacy or healthcare, a strong understanding of medications, and experience with HMO billing portals.

Key Responsibilities

:

Order Management and Client Support:

  • Process and manage orders from B2B clients (e.g., HMOs, hospitals, and corporate partners).
  • Verify prescription details, ensure accurate product selection, and resolve issues related to orders.
  • Serve as the primary point of contact for B2B customers, addressing inquiries and providing timely solutions.

Medication Knowledge and Expertise:

  • Leverage your pharmacy background to provide informed support on medication availability, pricing, and alternatives.
  • Offer guidance on medication substitutions in collaboration with partner pharmacies and clients.
  • Assist in ensuring prescriptions are filled accurately and in compliance with regulatory standards.

HMO Portal and Billing Support

:

  • Navigate HMO billing portals efficiently to manage approvals, claims, and reimbursements.
  • Collaborate with HMOs to resolve billing discrepancies and ensure timely processing.
  • Maintain accurate records of transactions, approvals, and customer interactions.
  • Customer Service Excellence:
  • Deliver exceptional customer support by actively listening to client needs and resolving complaints promptly and effectively.
  • Maintain professional communication standards, both written and verbal, across all touchpoints.
  • Proactively follow up with clients to ensure satisfaction and build long-term relationships.

Team Collaboration and Reporting:

  • Work closely with the vendor operations, logistics, and inventory teams to ensure seamless order fulfilment.
  • Escalate unresolved issues to the relevant teams and follow up until the issue is resolved.
  • Prepare and submit daily, weekly, and monthly reports on client interactions, order fulfilment, and recurring challenges.

Requirements

:

  • Educational Background: Diploma or certification as a Pharmacy Technician, Pharmacy Assistant, or related healthcare qualification.
  • Experience: Minimum of 2 years in a customer service role within the pharmacy, healthcare, or HMO industry.

Knowledge:

  • Strong understanding of medications, prescriptions, and pharmacy operations.
  • Familiarity with HMO billing processes and portals (e.g., claims, pre-authorisations).

Skills

:

  • Excellent communication and interpersonal skills.
  • Problem-solving mindset with attention to detail.
  • Proficient in using CRM tools, Microsoft Office, and other relevant software.
  • Attributes:
  • Ability to work collaboratively in a fast-paced environment.
  • Strong organizational and multitasking skills.
  • Passion for providing exceptional service and improving healthcare access.

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