• Application Deadline:
• Position: Customer Support Specialist- Africa


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Lagos


• Job Field Customer Care 
  

What will be your responsibilities within bioMérieux?

• Define & drive the Service Contract Sales strategy to ensure growth and profitability for bioMérieux Africa and meet the defined annual service budget


• Conduct market studies in order to position the Service Contract offer in line with customer needs, regulatory & legal processes in different markets


• Ensure conformity with quality standards by driving QCV & PM kit order management as well as spare part order management


• Provide monthly reports on Service budget achievement for each region


• Liaise with local and international teams to ensure swift resolution of distributor and end-customer complaints within the defined SLAs


• Enhance the remote resolution rate by driving the implementation of remote customer support tools across Africa regions to ensure efficiency in complaint resolution


• Ensure frequent customer visits across the region to understand emerging customer requirements and build relationships with distributors and customers alike


• Liaise with local Africa teams to drive the software upgrade & PC/OS Obsolescence strategy & ensure operational efficiency of the Africa Installed Base & accuracy of diagnostics.


• Co-ordinate local and international product trainings for bioMérieux Africa service teams and distributor service teams


• Liaise with local and global teams towards successful implementation of Customer Support platforms such as CRM, Support Centres and customer self-service tools


• Co-ordinate customer satisfaction surveys in liaison with regional Customer Service Managers and manage customer feedback towards service enhancement


• Support implementation of various Customer Experience strategies to enhance service delivery in Africa

WHO ARE YOU?

• Holder of Bachelor’s Degree in Biomedical Engineering, Medical Technology and/or Medical Science field


• 3+ Years’ experience in the IVD / Medical / Bio-Medical Science industry


• Good knowledge of the laboratory environment


• Minimum 3 years’ experience in Sales, Marketing and or Customer Experience


• Experience in dealing with customers on an international scale (Africa)


• Experience in working with distributors and end-customers


• Proficiency in the French language will be an added advantage


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  Skills and Qualifications:

  
  


• Sales results oriented with good negotiation skills and a proven track record in upselling & cross-selling products & services


• Superior verbal and written communication skills, with an ability for tact and diplomacy


• Ability to work in a matrix environment with cross-cultural flexibility


• Proven track record in facilitating for customer satisfaction & management of customer queries & complaints


• Proficiency in MS Excel & data analysis


• Excellent interpersonal, multi-tasking and time-management skills


• Ability to work with diverse teams as a team player


• Outgoing personality and demonstrated passion for customers