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At mPharma, our vision is an Africa that's in good health. We will not cease until every person on the continent has access to safe and affordable healthcare and medicines. We’re a growing team of 1200+ employees, headquartered in Accra, Ghana, and backed by mission-driven investors. We use technology to enable basic primary healthcare to Africans and have joined hands with drug manufacturers and healthcare providers to develop services and products that help provide access to basic healthcare and lower costs of medicines. In only a few years, we’ve succeeded in providing low-cost, high-quality healthcare and medicines to hundreds of thousands of patients across 9 African countries (Ethiopia, Gabon, Togo, Ghana, Nigeria, Kenya, Rwanda, Uganda, and Zambia)

At mPharma we are committed to providing equal employment opportunities, and our hiring process and work environment are devoid of discriminatory practices. We promise exciting and rewarding career opportunities in an environment driven by high performance, an entrepreneurial mindset, and innovation.

Position Description

mPharma is looking for a call center agent with a background in healthcare management and pharmacy studies. The call center agent will be the face of our B2C business (online and offline retail) and will be responsible for helping customers understand and use our services. This candidate will be a member of our Call Centre team in Ghana and will work with the team to deliver value and high-quality service to customers.

Key Responsibilities

• Handle inbound and outbound calls in relation to client order to align with mPharma’s objectives.
• Follow relevant call center communication scripts when engaging clients.
• Engage and build sustainable relationships with clients.
• Employ call center software in keeping appropriate records of all client communication.
• Ensure clients are satisfied with the level of service being delivered by administering customer satisfaction surveys.
• Maintain and improve quality of service by adhering to standards and guidelines.
• Keep a shared log of functional/process improvements/issues for iterative purposes.
• Seize opportunities to upsell products when they arise.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Our Ideal Candidate

• Is fluent in English with excellent writing, verbal, analytical, and organizational skills.
  
• Is fluent in at least one local language (Twi, Ga, Fante, Ewe,Dagbani).
• An entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• Proficient in Microsoft Office Suite, specifically Excel.
• Experience working in a pharma/healthcare environment is a plus.
• A self-starter who can multitask while consistently producing high-quality deliverables.
• Works effectively as a team member and promotes collaboration.
• Exhibits creative problem-solving.

• Has great active listening skills.
• Has exceptional interpersonal and rapport-building skills.
• Has a patient and empathetic attitude.

Qualifications

BSC Pharmaceutical Science, or any related program.