Call Center Agent/data Steward

2 weeks ago


Durbanville, Western Cape, South Africa IQVIA Full time
Medpages, an IQVIA business, is a Healthcare Data Management company.

We work closely with those in the healthcare industry to accurately and methodically add, check, verify and maintain information in the healthcare industry - across the continent.

We collect contact details of healthcare practitioners and organizations in Africa for the benefit of those in the healthcare industry, our clients and the public.


Location is:
Cape Town This position's working hours are from: 8:00am-5:00pm Mondays to Fridays (excludes weekends and public holidays).


Work mode:
Hybrid (Home and Office)


Responsibilities:

  • Research the internet to obtain information for healthcare practitioners
  • Accurately capture information and ensure quality standards are adhered to so that the highest quality standards are achieved
  • Capture all relevant information accurately and geocode every record
  • Use problem solving skills to locate practitioners and provide comprehensive notes
  • Make outgoing telephone calls and to verify the details of records on the Medpages database using appropriate questioning and listening skills.
  • Follow the correct processes and procedures as detailed by the company
  • Handle objections, complaints and queries from the customers and clients in a professional and polite manner ensuring the the company brand is upheld
  • Daily processing of internal and external client requests. Usage of all available tools to ensure thorough research before updating the Medpages platforms.
  • Identify ways of improving the database and communicate this to the leadership team
  • Provide regular feedback to the leadership team on difficulties and challenges when obtaining contact information from practitioners
  • Undertake administrative duties as & when required by the business
  • Work well in a team, assisting colleagues where possible to ensure a positive office environment.
  • Achieve the set daily and monthly targets
  • Recognize that each contact with a practitioner and/or member is an opportunity to enhance and grow the company brand. Therefore assist with queries for transferring calls to other Departments.
  • Daily selfmanagement of tasks ensuring due dates are met and tasks are effectively prioritized.

Requirements ( Skills and experience)

  • Ability to speak, write and understand
    French fluently
  • Ability to speak, write and understand
    English fluently*
  • Ability to work well in a diverse team environment
  • Active listening and problem solving skills
  • Attention to detail
  • Communication skills
  • Customer service skills
  • Interpersonal skills
  • Organisational skills
  • Time management skills
  • Good typing skills
  • Ability to speak on the telephone


Computer skills
  • Google Docs, Gmail, Google Sheets, Microsoft (Word, Excel)
  • Customer experience and data capturing experience essential
-
Minimum 1 year Call center working experience or similar

  • Healthcare experience would be an advantage
  • Post matric qualifications would be beneficial


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