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Customer Service Representative

1 week ago

Pretoria, Gauteng, South Africa Medipost Full time

Job Overview

Medipost Pharmacy is seeking a highly skilled Customer Service Representative to join our team. This role involves handling inbound and outbound calls, providing exceptional customer service, and working closely with other departments.

Responsibilities
  1. Inbound and Outbound Calls: Handle professional inquiries from customers via phone, ensuring compliance with SLA's and company SOP's.
  2. Customer Satisfaction: Maintain high levels of customer satisfaction as measured by surveys and quality assurance processes.
  3. Minimal Complaints: Ensure minimal customer complaints (0%) are received through effective issue resolution.
  4. First-Time Query Resolution: Achieve 90% resolution rate for first-time queries.
  5. SLA and SOP Compliance: Adhere to 100% SLA and SOP compliance standards.
  6. Achievement Standards: Meet agreed-upon standards for inbound and outbound calls, including waiting times, abandoned calls, forced log-outs, call volumes, and more.
  7. Data Capture: Accurately capture data and instructions for other departments.
  8. Query Follow-Up: Properly follow up on queries until finalized.
  9. Contact Information: Update customer contact information at every interaction.
  10. Professional Treatment: Provide professional treatment to clients according to company standards.
Productivity and Availability Standards
  1. Availability: Be logged in 8 hours a day between 08:00 and 17:00, excluding reasonable breaks.
  2. Compulsory Attendance: Attend Tuesday and Thursday training sessions from 07:30 to 08:00.
Minimum Qualifications

Grade 12 and Call Centre Certificate required.

Experience
  1. 1-2 years of experience in customer services roles, handling inbound and outbound calls.
  2. Healthcare industry experience and additional African language abilities preferred.
Training RequiredCompetencies

Vital competencies include verbal and written communication skills, listening skills, patience, empathy, conflict resolution skills, customer service orientation, accuracy, data capturing skills, interpersonal skills, time management, and more.

Specific Requirements/Other Important Information

Ad-hoc after-hours availability may be required for compulsory training or company requirements.