Call Centre Representative

Overview 

At mPharma, we start and end our day thinking about how we can enable patients to afford their medications. We’re a small but growing team of 350+ members, headquartered in Accra, Ghana, backed by mission-driven investors. We’ve joined hands with third-party payers, drug manufacturers and healthcare providers to develop products and services that directly reduce the costs of prescription drugs for patients. In only a few years, we’ve managed to provide low-cost, high-quality medicines to hundreds of thousands of patients across eight  African countries (Ghana, Nigeria, Zambia, Kenya, Malawi, Rwanda, Ethiopia, Gabon).

Founded in 1999, Vine Pharmaceuticals is a subsidiary of mPharma. As the leading referral retail pharmaceutical chain in Uganda with over 16 branches, we are a well-established and reputable pharmaceutical company with a commitment to ethical values, quality products, and a strong presence in Uganda's healthcare landscape.

Key Responsibilities

• Handle inbound and outbound client calls in line with mPharma’s objectives.
  
• Follow relevant call center communication scripts when engaging clients. 
• Engage and build sustainable relationships with clients.
• Employ call center software in keeping appropriate records of all client communication. 
• Ensure clients are satisfied with the level of service being delivered by administering customer satisfaction surveys.
• Maintain and improve quality of service by adhering to standards and guidelines.
• Keep a shared log of functional/process improvements/issues for iterative purposes.
• Seize opportunities to upsell products and services when they arise.
• Update job knowledge continuously, and follow industry best practices.
• Meet personal/team qualitative and quantitative targets.

Our Ideal Candidate

• A self-starter who can multitask while consistently producing high-quality deliverables.
  
• A strong work ethic and a proactive “can do” attitude that requires minimal supervision.
• Possesses an entrepreneurial spirit with a passion for mPharma’s mission to increase the accessibility and affordability of high-quality medicines.
• Proficient in Microsoft Office Suite, specifically Excel.
• Works effectively as a team member, promotes unity, and adapts to change.
• Exhibits creative problem-solving.   
• Has great active listening skills.
• Has exceptional interpersonal and rapport-building skills.
• Has a patient and empathetic attitude.

Qualifications

• Bachelor’s degree/Diploma or equivalent level in Business; Marketing, Journalism, Communications, Social Sciences related field, or medical/scientific field preferably pharmacy. 
  
• Minimum of 2 years of experience in a Call Centre setup, preferably in a healthcare or community-based program.
• Prior experience as a customer service agent in a healthcare setting is a plus.
• Must be fluent in English language with excellent writing, verbal, analytical, and critical thinking skills.
• Fluency in Luganda is required.
• Must have the legal right to live and work in Uganda.