Call Center Agent/data Steward

1 week ago

Durbanville, South Africa IQVIA Full time

Medpages, an IQVIA business, is a Healthcare Data Management company. We work closely with those in the healthcare industry to accurately and methodically add, check, verify and maintain information in the healthcare industry - across the continent. We collect contact details of healthcare practitioners and organisations in Africa for the benefit of those in the healthcare industry, our clients and the public.

**Medpages is located in Cape Town**

**This position’s working hours are from: 8:00am-5:00pm Mondays to Fridays (excludes weekends and public holidays).**

**Work Model: Hybrid Model (Office/Home)**

**Responsibilities**:

- Research the internet to obtain information for healthcare practitioners
- Accurately capture information and ensure quality standards are adhered to so that the highest quality standards are achieved
- Capture all relevant information accurately and geocode every record
- Use problem solving skills to locate practitioners and provide comprehensive notes
- Make outgoing telephone calls and to verify the details of records on the Medpages database using appropriate questioning and listening skills.
- Follow the correct processes and procedures as detailed by the company
- Handle objections, complaints and queries from the customers and clients in a professional and polite manner ensuring the the company brand is upheld
- Daily processing of internal and external client requests. Usage of all available tools to ensure thorough research before updating the Medpages platforms.
- Identify ways of improving the database and communicate this to the leadership team
- Provide regular feedback to the leadership team on difficulties and challenges when obtaining contact information from practitioners
- Undertake administrative duties as & when required by the business
- Work well in a team, assisting colleagues where possible to ensure a positive office environment.
- Achieve the set daily and monthly targets
- Recognize that each contact with a practitioner and/or member is an opportunity to enhance and grow the company brand. Therefore assist with queries for transferring calls to other Departments.
- Daily self-management of tasks ensuring due dates are met and tasks are effectively prioritized.

**Requirements (Skills and Experience)**
- Ability to speak and understand **Portuguese**
- Ability to speak and understand **English**
- Ability to work well in a diverse team environment
- Active listening and problem solving skills
- Attention to detail
- Communication skills
- Customer service skills
- Interpersonal skills
- Organizational skills
- Time management skills
- Good typing skills
- Ability to speak on the telephone
- Good English writing skills
- Computer skills - Google Docs, Gmail, Google Sheets, Microsoft (Word, Excel)
- Customer experience and data capturing experience essential
- ** Minimum 1 year working experience in call center or similar roles**
- Healthcare experience would be an advantage
- Post matric qualifications would be beneficial

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