A vacancy exists at Medipost Pharmacy for an Administrator Customer Care, reporting to the Customer Care Supervisor/Manager. This position is based in Gezina, Pretoria. The responsibility of the job is to ensure administration tasks are completed accurately and within agreed timelines. Retrieve calls as requested, maintaining confidentiality at all times. Calls are handled professionally and with strict confidentiality within SOPs and SLAs. Assist with inbound calls during call overflow times and any other ad-hoc duties requested from management.
Administration Tasks100% SLA and SOP complianceAccurate data capture and instructions to other departmentsQueries appropriately followed up until finalizedRetrieve calls accurately and timeously within agreed timelinesDocuments linked accurately and within agreed timelinesResponses to SMSs sent within 1 hour of receiptAction diaries attended to within SLAFeedback on Post Call Survey low ratings done as per timelines in SOPCompliments verified and logged as per agreed timelinesCourtesy CallsAchievement of agreed standards for calls (e.g., call duration, call volumes, etc.)Confirmation and update of customer contact information done at every contactProfessional treatment of clients in accordance with company standardsHigh level of confidentiality maintained and compliance to PoPI Act requirements at all timesCustomer satisfaction as measured by customer satisfaction surveys and QA processesMinimal customer complaints (0%)Productivity and Availability StandardsAvailable and productive 8 hours per day between 08h00 and 17h00, excluding reasonable bathroom breaks and 2x 15-minute tea breaks and ½ hour lunch break.
QualificationsGrade 12
Experience1-2 years in a customer service role. Computer literacy. Fully bilingual.
IdealHealth care industry experience. Additional African language ability.
Training RequiredSLA trainingCompany policies and proceduresOngoing systems processCompetenciesVerbal and written communication skillsEmpathyAccuracyData capturing skillsInterpersonal skills and relationship building skillsTime managementAble to handle pressureDeadline orientedNeatnessInitiativeSpecific Requirements/Other Important InformationAd hoc after-hours availability for compulsory training or other company requirements.
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