Customer Service Advisor

1 week ago

Roodepoort, South Africa Clicks Group Limited Full time

**Listing reference**: 015708**Listing status**: Online-
**Position summary**

**Industry**:Wholesale & Retail Trade
- **Job category**:Call Centre and Telesales**Location**:Roodepoort
- **Contract**:Fixed Term Contract**Remuneration**:Market Related
- **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

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