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Customer Service Advisor

4 months ago

Roodepoort, Gauteng, South Africa Clicks Group Limited Full time

Listing reference: 015708
Listing status: Online-
Position summary

Industry:
Wholesale & Retail Trade

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Job category:Call Centre and Telesales
Location:Roodepoort

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Contract:Fixed Term Contract
Remuneration:Market Related

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EE position:Yes
Introduction

  • We are looking to recruit a Customer Service Advisor to work within our Call Centre. The role will be based in Roodepoort and will report to the Service Centre Supervisor.
    Job description

Job Purpose:

  • To resolve, monitor and report on all escalations from internal and external customers and assist with the supervision and monitoring of the call centre to ensure service levels are maintained

Job Objectives:

  • To assist Call Centre Consultants with escalated queries/complaints in order to get resolved within 24 hours
  • To assist with outbound projects when required by communicating with the patients to ensure customer retention
  • Customer Advisor performance, time keeping and quality assurance.
  • Calls handled professionally and with very strict confidentiality within SOP and SLA.
  • Problem solving and follow up of queries
  • Administration of new prescriptions
  • Handling of queries /complaints and escalations
  • Profile management
  • Liaison with all other departments to ensure resolution of customer requests
  • Weekly reporting on complaints and trends
  • Ad hoc requirements as per operational requirements

Minimum requirements

Education:

  • Grade 12

Experience:

  • 1 Year Pharmacy experience(Advantage)
  • Customer service experience.

Knowledge:

  • Sound understanding of contact centre operating principles.
  • Sound understanding of Standard Operating Procedures.
  • Pharmacy processes and legislation
  • Understanding of law and guidelines on medicines

Skills:

  • Very good Computer skills (Excel)
  • Excellent communication skills.

Competencies:

  • Analysing.
  • Deciding and Initiating Action.
  • Accurate and Methodical
  • Able to pay attention to detail.
  • Delivering results and meeting customer expectations.
  • Coping with Pressure and Setbacks.
  • Following Instructions and Procedures
  • Adhering to Principles and Values
  • Working with People