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Customer Care Associate
YIP Online Limited
Software & Data
Remote (Work From Home) Contract
IT & Telecoms NGN 150,000 - 250,000 Negotiable
Easy Apply
Job Summary
As our Customer Success Hero, you'll be the go-to person for all our customers' needs. This role is for someone who takes initiative, thrives without micromanagement, and consistently delivers results. You will be the first point of contact for our clients, handling inquiries, guided projects, and client-facing engagements from start to finish. The ideal candidate is personable, mature, and honest, with the ability to balance professionalism and empathy. You will use your strong communication skills, problem-solving abilities, and healthcare knowledge to provide exceptional service, maintain lasting relationships, and contribute to continuous service improvement.
- Minimum Qualification : Degree
- Experience Level : Entry level
- Experience Length : 2 years
Job Description/Requirements
Responsibilities:
- Being the main point of contact for all customer touchpoints, from onboarding to support and retention
- Collaborating with our product and sales teams to understand our customers' pain points and come up with solutions to help them thrive
- Tracking and reporting on key metrics to measure the customer satisfaction and retention
- Identifying and escalating potential issues or at-risk accounts to the appropriate team members
- Acting as an advocate for our customers and providing feedback to the rest of the organization to improve our product and service offering Responding to tickets and solving customer problems
Requirement
- Minimum of 2 years’ experience as a customer care professional or in a similar customer-facing role.
- Bachelor’s degree in Business, Communications, or related field OR a healthcare-related discipline, e.g., biology, Biochemistry, Nursing Science, Public Health, medical laboratory science, or pharmacology/pharmacy technology
- Experience working in the healthcare sector (e.g., hospitals, clinics, health insurance, telemedicine, medical equipment suppliers) or supporting healthcare-related products/services.
- Proficient use of CRM tools (e.g., Zendesk, Freshdesk, HubSpot, Salesforce, or similar platforms).
- Strong problem-solving, communication, and interpersonal skills.
- Ability to handle high volumes of inquiries across multiple channels (phone, email, chat, social media).
- Active listening skills and the ability to empathize with customers while maintaining professionalism.
- Strong organizational skills with the ability to manage multiple cases simultaneously.
- Basic data entry, typing speed of at least 40 wpm, and good attention to detail.
- Familiarity with customer satisfaction metrics (e.g., CSAT, NPS, first response time) and service KPIs.
- Ability to adapt to evolving processes, products, and technology.
- A customer-first mindset and a positive, solution-oriented attitude.
- High emotional intelligence (EQ) to manage difficult conversations and de-escalate conflicts.
- Tech-savviness and ability to learn new software quickly. Team player with a collaborative approach to work.
Key Performance Indicators
- Net Promoter Score
- Customer Retention Rate
- Time To Resolution
- First Contact Resolution
- Productivity
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