CCMDD Help Desk Agent

1 week ago


Pretoria, Gauteng, South Africa Medipost Full time

A vacancy exists at Medipost Pharmacy for Help Desk Agents, reporting to the Inbound Manager. This position is based in Gezina, Pretoria. The responsibility of the job is to take inbound and outbound calls and assist customers with all needed queries.

Responsibilities
  1. Inbound and outbound calls handled professionally within SLA's and company SOP's
  2. Customer satisfaction as measured by customer satisfaction surveys and QA processes
  3. Minimal customer complaints (0%)
  4. 90% of first time queries resolved
  5. 100% SLA and SOP compliance
  6. Achievement of agreed standards for inbound calls (e.g. waiting time, abandoned calls, forced log-outs, call volumes, etc)
  7. Achievement of agreed standards for outbound calls (e.g. talk time, forced log-outs, call volumes, etc)
  8. Accurate data capture and instructions to other departments
  9. Queries appropriately followed up until finalized
  10. Confirmation and update of customer contact information done at every contact
  11. Professional treatment of clients in accordance with company standards
Productivity and Availability Standards
  1. Logged in 8 hours per day between 08h00 and 17h00 (excluding reasonable bathroom breaks and 2x 15 minute tea breaks and ½ hour lunch break)
  2. Compulsory attendance at Tuesday and Thursday training between 07h30 and 08h00
Minimum Qualifications

Grade 12

Call Centre Certificate

Experience
  1. 1-2 years in a customer services role, handling inbound and outbound calls
  2. Health care industry experience. Additional African language ability.
Training RequiredCompetencies

Verbal and written communication skills, listening skills, patience, empathy, conflict resolution skills, customer service orientation, accuracy, data capturing skills, interpersonal skills and relationship building skills, time management.

Specific Requirements/Other Important Information

Ad hoc after-hours availability for compulsory training or other company requirements.

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