JOB DETAILS:
About Us
Are you ready to be part of something extraordinary? Join Smart Applications International, a leading ICT solutions provider that is making waves in the industry. Our company, affectionately known as Smart, is renowned for delivering world-class technology solutions across Africa and beyond.

At Smart Applications International, we believe in investing in our employees. We provide a conducive work environment that fosters career development, promotes work-life balance, embraces diversity and inclusion, and offers competitive compensation and benefits. We understand the importance of staying ahead in the ever-evolving technology landscape, which is why we give our employees access to cutting-edge tools and encourage them to innovate, experiment, and acquire new skills.

We value your growth and offer numerous opportunities for career advancement. With challenging and meaningful projects, comprehensive training and development programs, and dedicated mentoring and coaching, we empower you to reach new heights. We recognize the significance of work-life balance in maintaining overall well-being, and therefore, we provide flexible work arrangements, including remote work options, to support your personal and professional commitments.

Diversity and inclusivity are fundamental to our culture. We celebrate different perspectives, backgrounds, and experiences, as they enrich our work environment and drive innovation. Our competitive compensation and benefits packages, including health insurance, retirement plans, and other perks, ensure your financial well-being.

At Smart Applications International, collaboration is key. We foster a supportive work environment where teamwork, communication, and the sharing of knowledge and ideas are encouraged and valued. Together, we are shaping the future of technology in Africa and beyond.

Job Description
Role Overview:
The Customer Sales and Support Officer is a key role focused on delivering exceptional customer service and ensuring the consistent availability of Smart systems. This position is crucial for enhancing customer satisfaction, driving profitability, and meeting the high expectations of Smart stakeholders.

Key Responsibilities:
Drive revenue growth
• Drive revenue growth by identifying opportunities for upselling, cross-selling, and implementing strategies to maximize customer value and profitability

System Integration & Implementation
• Oversee the management and installation of the Smart system at new service providers, adhering to agreed timelines.
• Promote and implement HSMIS to new and existing providers, ensuring smooth system integration.

• Upgrade and install new Smart system versions at existing providers as per timelines.

• Train users on system features and basic troubleshooting, both initially and through refresher sessions.
• Ensure timely data delivery from Service providers to Smart servers.

Compliance & Quality Assurance
• Ensure claim processing activities meet guidelines and maintain high accessibility.
• Monitor compliance metrics, addressing deviations promptly.

• Collaborate with the Quality Assurance on audits and continuous improvement initiatives.

Customer Experience & Support
• Drive participation in Satisfaction Surveys and achieve positive Net Promoter Score (NPS) results.
• Resolve customer inquiries promptly, maintaining high service standards, increase retention rates and reduce churn rates.
• Proactively communicate with Clients, understand their needs, and provide tailored solutions.

• Build relationships through forums, webinars, and regular provider visits, ensuring follow-up on service improvements.
• Handle customer inquiries in line with service level standards and Smart brand values.

Internal Collaboration & Reporting
• Work with internal teams to align customer service with company goals.

• Report on customer feedback, system performance, and areas for improvement to the line manager.
• Collect and report feedback on Smart system usage, challenges, and improvements.
• Share monthly analysis on provider management and participate in cross-functional meetings.
• Assist in documenting and updating customer service procedures.

Training, Development & Customer Engagement
• Engage in training programs, continuous learning, and team-building to enhance personal and professional growth.
• Mentor team members and contribute to succession planning.
• Regularly demonstrate the value of Smart solutions to new and existing service providers.

Requirements
Qualifications:
• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, Information systems or any other related field.
• Experience in customer service, preferably in healthcare or IT.
• Strong communication, technical aptitude, problem-solving, and organizational skills.
• Ability to work under pressure, manage multiple tasks, and maintain high service standards.

Key Competencies:
• Customer-focused with a commitment to service excellence.
• Technical aptitude for IT system installations and upgrades.
• Problem-solving with critical thinking and responsiveness to customer needs.
• Organizational skills for efficient time and resources management.
• Sales & Promotion of the Smart system to drive adoption and satisfaction.
• Data Management & Reporting for monitoring and improving system performance.