Description
Department: Sales
Reports to: VP, Diagnostics & Country Manager
Job Description
The Office and Facility Manager is responsible for the maintenance and upkeep of the organization’s offices and operational sites (including 54gene Laboratories) ensuring that they meet legal requirements and health and safety standards.
S/he will be responsible for ensuring that all pertaining to the physical infrastructure of the business is running as it should, as well as identifying areas for greater efficiency and cost-saving in order to provide greater adaptability, flexibility and sustainability for the organization.
Essential Functions
Office/Facilities Management:
Ensure smooth running of 54gene offices and sites operations
Oversee and manage contracts and providers for services including security, parking, cleaning, catering and technology
Supervise multi-disciplinary teams of staff including cleaners, maintenance, grounds and security
Establish processes that support the smooth running of 54gene’s offices and facilities on a daily basis
Ensure that basic facilities such as water, electricity and waste are well-maintained and/or disposed of
Manage company fleet including company cars, vehicle usage scheduling, maintenance and repairs
Ensure facilities meet government regulations and environmental, health and security standards
Advise the business on increasing energy efficiency and cost-effectiveness
Oversee building and sites projects, renovations or refurbishments
Support the business to relocate to new offices and to make decisions on leasing
Handle emergency issues that arise; including matters that breach the safety, security, or usability of Company’s facilities.
Develop contingency plans regarding office operations
Administrative Support & Responsibilities:
Manage staff travels and accommodation requirements in partnership with logistics and administrative departments
Manage operational site budgets and ensure cost-effectiveness of running costs
Draft maintenance reports and make written recommendations to management
Requirements
Knowledge, Skills & Abilities:
Excellent interpersonal verbal and written communication skills
Strong organizational savvy and attention to detail
Ability to manage multiple priorities and meet deadlines
High degree of proficiency with MS Office, including advanced email & calendar management, word processing, spreadsheet and database skills
Proficiency in the use of standard office equipment
Proficiency in use of voice and video conferencing software and equipment
Ability to work independently to perform a wide range of duties under general guidance from supervisor; high level of integrity and dependability
Cross-cultural competency; ability to work with a diverse, global team
English fluency; proficiency in French is a plus
Education & Certifications:
Bachelor's degree in Business, Engineering, or equivalent professional level experience
Experience:
3-5 years’ experience as an Office/Facilities Manager, Executive/Sr. Administrative Assistant and/or similar role
1-3 years of supervisory experience, is a plus
Demonstrated success working in a fast-paced, swiftly changing entrepreneurial environment; experience in rapidly growing companies, preferred
Experience working in a company based in multiple locations, preferred; global experience a plus
Experience in analyzing information and data, and compiling reports, preferred
go to method of application »
Department: Sales
Reports to: Sales and Customer Support Director
Job Description
The Customer Support Representative (Diagnostics) is responsible for providing superior service with each customer interaction in a friendly and timely manner.
S/he manages customers queries and complaints by maintaining a high level of standard that support 54gene’s reputation.
They collaborate with all departments to develop a framework for excellent support and drive efficient first response time, average response time, total handle time for the Diagnostics business.
Essential Functions
Communicate with customers through various 54gene channels (chat, phone and email)
Manage the platforms as it relates to resolving customer issues (ticket opening)
Provide a first step resolution of customer-related issues as it relates to Diagnostics platforms issues (consumers and providers)
Keep record of customer interactions, transactions, comments and complaints
Escalate issues to various departments and coordinate the implementation of corrective measures related to Diagnostics platforms (consumers and providers)
On an ongoing basis, generate insights that guide and improve 54gene’s image amongst consumers
Provide feedback to various departments on the efficiency of the customer service process
Ensure customer satisfaction and provide professional customer support
Maintain a positive, empathetic and professional attitude toward customers at all time
Periodically survey customers to identify customers perception on 54gene’s strengths and opportunities in the Diagnostics market in Nigeria
Respond promptly to customer inquiries and provide customer service levels within the framework of “Going the Extra Mile”, but not to the detriment of 54gene
Requirements
Knowledge, Skills & Abilities:
Ability to stay calm when customers are upset
Comfortable using computers
Good listening skills
Strong problem-solving skills, attention to detail and ability to follow-through
Ability to communicate with diverse audiences, internally and externally
Ability to build rapport and connect with people
Solid understanding of consumer behaviors and industry trends
Proficiency in Microsoft Office and CRM/client database software systems
Understanding of diagnostics and the science focus of the business
Ability to thrive in a complex, cross-functional and science-driven environment
Cross-cultural competency; ability to work with a diverse team
English fluency; fluency in Yoruba, Igbo and/or Hausa will be a plus
Education & Certifications:
High School Diploma, general education degree or equivalent.
Experience:
1-3 years’ experience in the medical field (as a medical or diagnostics representative)
Previous experience in customer support would be a plus