Call Centre Agent
2 weeks ago
**Introduction **
A vacancy exist at Medipost Pharmacy for Inbound Agent, 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.
Description:
**RESPONSIBILITY**
1. Inbound and outbound calls handled professionally within SLA’s and company SOP’s
- Customer satisfaction as measured by customer satisfaction surveys and QA processes
- Minimal customer complaints
- 90% of first-time queries resolved
- Achievement of agreed standards for inbound calls (e.g. waiting time, abandoned calls, forced log-outs, call volumes, etc)
- Achievement of agreed standards for outbound calls (e.g. talk time, forced log-outs, call volumes, etc)
- Accurate data capture and instructions to other departments
- Queries appropriately followed up until finalised
- Confirmation and update of customer contact information done at every contact
- Professional treatment of clients in accordance with company standards
Minimum Requirements:
**QUALIFICATIONS**
Grade 12
Call Centre Certificate/ Custer Service Experience
Fluent in **English and Afrikaans**
**EXPERIENCE**
1-2 years in a customer services role. Computer literacy.
**TRAINING REQUIRED**
Ongoing systems, process, soft-skills development (in-house)
**COMPETENCIES**
**(KEY BEHAVIOUR AREA)**
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.
Ability to commute/relocate:
- Gezina, Gauteng: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- call centre: 1 year (required)
Application Deadline: 2023/05/10
