Background: Jacaranda Health a non-profit
organization that believes every woman and her family should experience
childbirth safely and with dignity.
Founded in 2011, we built
gold-standard maternity hospitals to deliver high quality maternity care in the
private sector.
We are now working with governments
to improve the quality of care in the public sector, where the majority of
under-served women deliver babies.
In a short period of time, Jacaranda
has deployed innovative, low-cost tools and processes that are dramatically
changing the status quo in government hospitals.
From 3 hospital partners in 2015, we
now work with 100+ hospitals across 5 Kenyan counties.
Our digital health platform has
enrolled 150,000+ pregnant women and new mothers, while our provider training
programs reach 1500+ providers every quarter.
We have an ambitious scaling strategy
for catalyzing change across the country and the region.
Expectations and Responsibilities
·
The customer success agent will
report directly to the Program Manager (SMS Program)
Goals
·
Provide clients with accurate health
information from an existing knowledge base in clear, concise language
·
Ensure clients have a positive
experience when interacting with the Jacaranda Q&A platform
Expectations
·
Respond to 200+ questions each day
from users via SMS (possibly other channels such as Facebook and Telegram as
well).
·
Make sure all questions are responded
to within 1 hour (high priority questions) or 4 hours (lower priority
questions) during working hours with possibility of working over the weekends
or public holidays with overtime compensation.
·
Continuously update Q&A database
as applicable and alert a supervisor if the messaging platform or FreshDesk
stops functioning.
·
Ask for help if a medical response is
needed (and not in the existing database) from a medical professional. Do not
guess about medical information.
·
Refer clients to the appropriate
partner organization for specific issues (mental health, miscarriage/loss,
abuse, etc).
·
Understand clients’ perspectives and
feedback on the services they have received and communicate insights to the
Q&A team.
·
Progress reports should be shared
with the supervisor on a weekly basis.
·
Report daily to the supervisor on the
number of questions answered and any possible challenge that needs to be
addressed.
·
Send a weekly report to the
supervisor with a spreadsheet showing week’s progress
·
Send a monthly report latest by
30th/31st on the month’s progress, questions answered, lessons learnt,
successes, challenges, solutions provided and recommendations on how to improve
the Q&A.
·
Train new agents as needed.
Requirements
·
Diploma or degree in Health Promotion
or other health-related field
·
Fluency in English and Kiswahili;
ability to translate written answers between these two languages
·
Typing skills and willingness to
improve typing skills
·
Customer-centric
·
Detail oriented and accurate in
responding to queries
·
Self-starter: interested in growing
skills, giving and receiving feedback, self-aware
·
Experience in customer-facing work,
such as customer service, customer success, research, sales
Work hours
·
You will be expected to work on a
shift basis, totaling to 40 hours a week.
·
Shifts will be set and communicated
to you by your manager every week.
To Apply:
Interested candidates should apply
through this link
No hard copies required or accepted.
Due to the volume of applications,
only shortlisted candidates will be contacted.
Deadline: 23rd June 2020
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