About the Role

AugmentCare’s users rely on our service for communicating with their care team, maintaining their medical records and having access to all their health services in the palms of their hands. This makes it extremely important that we ensure each and every single user’s experience is optimal. We are looking for brilliant individuals who are interested in a career in dealing with customers. Are you passionate about solving the myriad problems with our healthcare system? Are you quick on your feet, a people’s person and enjoy solving problems while dealing with multiple functions and teams? If yes, we want you on the team. You will be working on the front lines with our users and our product, operations, and marketing teams to improve the user experience.

What You Will Do

• Provide knowledgeable, friendly and eloquent customer service to the countrywide AugmentCare community.
• Analyze our customer usage trends and identify areas to optimize product engagement and experience.
• Prepare and deliver high-level solutions presentation, reports and present to key decision-makers.
• Work closely with Sales, Customer Service, and Product teams to provide quality feedback and effective solutions for customers.
• Onboard and provide ongoing support to clients
• Join client calls adding value and updates to their accounts.
• Assist with ad-hoc activities to ensure client onboarding is a success
• Run client calls with updates on their accounts and onboarding status
• Improve the customer experience and processes
• Create user training materials (written and audio/visual
• Provide client demonstrations and training
• Build relationships with clients to promote customer retention and loyalty
• Empathize with every aspect of the customer experience, putting customers’ needs first
• Travel and meet with customers onsite to discover and understand their needs
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Identify common customer challenges and actively suggest better solutions.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Help drive customer references and case studies
• Work closely with our marketing and strategy teams to design and execute appropriate customer reach-out campaigns.
• Manage and analyze customer data to generate insights for marketing.
• Build self-sustaining customer support models.
• Research and troubleshoot problems using available resources.
• Respond professionally to inbound contacts, including urgent situations.
• Resolve customer challenges by identifying and escalating issues appropriately.
• Compose thoughtful and accurate messages or customize prepared responses to customer emails.
• Traveling ratio: 60% in office, 40% travel.

What You Need

• Bachelor’s degree in a business-related field mandatory
• 2-3 years experience in a similar role
• Efficient and effective writing and verbal communication skills.
• Ability to monitor and control numerous concurrent tasks in tandem.
• Eagerness to work proactively and independently to meet targets and goals by following workflows to understand the urgency and importance of assigned tasks.
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies is a plus.
• Display patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations.
• Mediation skills - actively working with users to identify the best solution.
• Previous, demonstrable experience with creation of online help resources.
• Excellent communication skills with experience and confidence in interacting with people across multiple functions and levels.
• Most importantly you must be ambitious, keen to learn and forever motivated to deliver real positive impacts on healthcare in Pakistan.

Perks

AugmentCare employees enjoy some of the most unique perks available.

• All teams participate in periodic off-site sessions in different parts of the world with an opportunity to engage with industry experts and prodigal young talent working with leading tech start-ups and companies across the world
• Sharp, motivated co-workers in a fun office environment.
• This is a “ground floor opportunity” through which you can shape the strategic direction of the company.
• The rare opportunity to change the world such that the product you are working on is used by real people all around you and solves real problems in their lives