A vacancy exists at Medipost Pharmacy for Help Desk Agents, reporting to the Inbound Manager. This position is based in Gezina, Pretoria. The responsibility of the job is to take inbound and outbound calls and assist customers with all needed queries.
ResponsibilitiesInbound and outbound calls handled professionally within SLA's and company SOP'sCustomer satisfaction as measured by customer satisfaction surveys and QA processesMinimal customer complaints (0%)90% of first time queries resolved100% SLA and SOP complianceAchievement of agreed standards for inbound calls (e.g. waiting time, abandoned calls, forced log-outs, call volumes, etc)Achievement of agreed standards for outbound calls (e.g. talk time, forced log-outs, call volumes, etc)Accurate data capture and instructions to other departmentsQueries appropriately followed up until finalizedConfirmation and update of customer contact information done at every contactProfessional treatment of clients in accordance with company standardsProductivity and Availability StandardsLogged in 8 hours per day between 08h00 and 17h00 (excluding reasonable bathroom breaks and 2x 15 minute tea breaks and ½ hour lunch break)Compulsory attendance at Tuesday and Thursday training between 07h30 and 08h00Minimum QualificationsGrade 12
Call Centre Certificate
Experience1-2 years in a customer services role, handling inbound and outbound callsHealth care industry experience. Additional African language ability.Training RequiredCompetenciesVerbal and written communication skills, listening skills, patience, empathy, conflict resolution skills, customer service orientation, accuracy, data capturing skills, interpersonal skills and relationship building skills, time management.
Specific Requirements/Other Important InformationAd hoc after-hours availability for compulsory training or other company requirements.
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