This individual is a first point of contact with all clients and should handle, investigate and facilitate the resolution of all written and telephonic orders, enquiries and complaints and ensure these are closed off within 1 working day (24 hours).
This individual is also responsible for contacting customers to ascertain their needs with regards to stock and our service.
This individual must be assertive and enthusiastic, with excellent customer care skills and experience within the pharmaceutical industry and medical sector.
The position will be based in Medipost Gezina branch, reporting to Customer Care Manager.
Operational RequirementsGood Time Management: Outcome driven and deadline orientatedAbility to prioritize work to achieve the required daily outcomesProcesses in the customer care management department are conducted according to written SOPs and comply with GWDPEnsure Compliance to appropriate Policies, SOP's and Legislation (e.g.
PoPIA) at all timesCustomer and client databases are maintained and 100% accurateAll customer orders are processed under the right customer accountCustomer queries and complaints are attended to immediately and followed up for resolution within 24 hoursAll customer queries and complaints are recordedCustomers are contacted on a regular basis to ascertain their stock and service needs and requirementsMeeting and exceeding customer expectationsFeedback to customer orders via email to be performed dailyBack orders followed up dailyProblem Solving and follow up of queriesCustomer ServiceTo deliver a high standard of customer service and to meet customer needsCustomer Satisfaction with Zero Service FailuresGood Collaboration with Colleagues and ManagementAdaptability and problem-solving capabilitiesAbility to identify and escalate problems through relevant channelsMaintain good relationships with the Group at largeWillingness to work overtimeSelf-initiative and willingness to constantly exceed expectationsSelf-motivatedProfessional treatment of clients in accordance with company standardsHigh level of confidentiality maintained in accordance with PoPIA principlesCalls answered within 2 ringsOperational ManagementMaintain good housekeeping standardsAlways ensure compliance to company policies and proceduresCompliance to GWDPQUALIFICATIONSGrade 12
EXPERIENCE2 – 3 years' customer service experience within the pharmaceutical industry and medical sector
Basic Computer Skills
Need to be registered with SAPC
Closing Statement:"We are committed to building a team that represents a variety of backgrounds, perspectives and skills, the more inclusive we are the better our work will be.
Should you however not hear from us within a period of 2 weeks, you can consider your application unsuccessful."
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