EHA Clinics is a world-class primary health care service provider located in Nigeria. We aim to bridge the gap between patients and primary healthcare services in any setting: the clinic, the home or through innovative online and mobile solutions.
All of our clinics are equipped with the latest healthcare technologies, and the most dedicated team of healthcare professionals, providing a unique range of patient-centric services.Purpose of the position
The Client Engagement Associate will assist in creating and developing long-term relationships with customers that will ensure retention, loyalty and generate revenue.
You will be required to ensure customer conversions and retention.
You should be an excellent communicator who is able to grasp customer needs and determine ways to fulfill them.
Your goal will be to help us safeguard our revenue and increase the number of our customers and retain them.
What you’ll do
The Client Engagement Associate will support EHA Clinics department predominantly to:
Establish productive, professional relationships with prospects in assigned sectors.
Create plans to identify and address clients’ business needs.
Follow up on customers’ complaints and develop action plans to meet the identified needs, while liaising with concerned units for corrective action where necessary.
Diligently promote, follow up, close sales/deals, up-sell or cross-sell services and products.
Collect client feedback about their experience through several mediums e.g. meetings, surveys, etc.
Act as point of contact for complaints and escalate complaints and/or feedback to the relevant departments promptly.
Study competition to find new ways to retain customers.
Ensure both EHA Clinics and our clients adhere to contract terms.
Work diligently to meet sales and revenue targets.
Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.
Work with the Client Relations Manager, on optimizing customer lifecycle.
Assist in enhancing effectiveness and efficiency through technology.
Assist in ensuring that service delivery meets agreed service level agreements.
Assist in diagnosing service delivery problems and initiate actions to improve levels of service.
Continuously seek ways to improve conversion, processes and activities.
Carry out other responsibilities that may be assigned.
Professional Development
EHA Clinics requires all staff to keep their knowledge and skills up to date
S/he is expected to continue to learn throughout their career at EHA Clinics through continuing professional development (CPD). The professional body relating to specialist areas will have information on the type of CPD to be carried out and how much should be completed each year.
Key Areas of Note
Ensure continuing education, training and development is undertaken to meet clinical governance guidelines for Continuing Professional Development and a Personal Development Plan.
Keep up to date with relevant medical research, technology, and evidence-based medical practice by attending continuing education courses and professional meetings, reading journals, etc.
Perform a variety of research and analysis tasks associated with the improvement of clinical care, medical diagnosis, and treatment where appropriate.
Requirements
The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform this job.
Minimum of Bachelor's degree in Marketing, Business Administration, or related field.
Minimum of 1 year of proven post NYSC-related experience as a Business Development Executive, Marketing Executive, Customer Success Officer or Client Service Officer.
Experience in the healthcare industry or pharmaceutical distribution industry will be a strong advantage.
Proven track record of meeting and exceeding targets.
Background in customer service, sales and marketing.
Completion of compulsory National Youth Service Corps (NYSC) or exemption.
Key Skills and Attributes
Hold Computer literacy
Excellent Communication
Leadership and Teamwork
Problem solving and Initiative
Strong Attention to Details
Excellent organizational and planning skills
Excellent verbal and written communication skills
Excellent time management skills with proven ability to meet deadlines
Ability to function well in a high-paced and at times stressful environment
Proficient with Google Suite or related software
Excellent interpersonal and communication skills.
Strong networking and interpersonal skills.
Excellent communication and negotiation skills.
Ability to communicate well and able to work with team members of different levels at different locations.
Strong problem-solving and creative skills.
Ability to continuously identify opportunities for improvement
Ability to exercise sound judgment and make decisions based on accurate and timely analysis.
Proficiency in the use of the Asana task management tool is an advantage
Ability to pay attention to details and excellent reporting skills.
Excellent interpersonal and customer service skills
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