Senior Customer Services Agent

4 days ago

Johannesburg, South Africa Adcock Ingram Critical Care Full time

**Reporting to**

Customer Services Manager

**Job Purpose**

To accurately process and manage Critical Care orders, and serve as support to internal and external customers, investigating & solving customer issues/queries, ensuring output achieve, including: managing all order entry processes, performing customer services, building and maintaining good relationships with customers and AICC Team, ensuring regular feedback to customers.

To be an advocate for AICC customers, showing ethical behaviour in actioning AICC Mission, Values and SOP’s. To be willing and able to carry out additional duties over and above the normal required Customer Services Agent duties, which requires a higher level of responsibility than that of a Customer Services Agent, and to become involved in projects.

**Required Learning**
- Minimum of 10 to 15 years Customer Services or Related Work Experience Required
- Extensive Order Management System Experience Required
- Medical Industry Experience required
- Tertiary qualification advantageous
- Fully Computer Literate, with MS Office (highly proficient in Excel; Proficient in Word and Power Point)
- CRM Experience advantageous
- Experience in Capturing orders, Dealing with Customer Stock and Delivery Queries, dealing with Patient Queries
- Oracle 12 experience advantageous
- Processing orders with relevant dates and requirements
- Timeously attend to orders & queries to resolution
- Ensuring all steps needed for Distribution to execute the deliveries are completed
- Maintaining Order Entries (Order Book)
- Raising and Maintaining RMA’s (Credits)
- Maintaining Backorders with Proactive communication to customers
- To provide timely, tenacious and empathetic support and assistance to new and existing customers to ensure they find the right product and/or service
- Functioning as part of AICC Team, and/or Independently
- Maintain Excellent relationship with customers, internal and external
- Managing pressure and controlling emotions
- Patience & active listening to ensure customer experiences relevant issues addressed
- Nurturing Strong knowledge of company products and trends and processes
- Adapt conversational patterns to customers’ needs
- Keep composure with very difficult customers, handling unhappy customers professionally
- Compliance with Company Mission, Values and SOP’s

**Core Competencies**
- Extremely high level of accuracy and commitment to go the extra mile
- Works very well under pressure
- Function as part of a cross-functional team with other departments
- Positive and Can-do attitude in carrying out duties
- Excellent Verbal and written communication skills
- Pro-active Planning skills
- Excellent record keeping
- Solution driven
- Ability to handle difficult customers
- Attention to detail
- Ability to multi-task
- Quality Orientated
- Excellent Interpersonal skills
- Organizational awareness
- Work Independently and under pressure
- Team player
- Action-orientated

**Job Types**: Full-time, Permanent

**Salary**: Up to R400,000.00 per year

**Experience**:

- Customer service: 10 years (required)

Ability to Commute:

- Johannesburg, Gauteng (required)

Ability to Relocate:

- Johannesburg, Gauteng: Relocate before starting work (required)

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