Inbound Agent

A vacancy exists at Medipost Pharmacy for an Inbound Agent, 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.
Principal Duties and ResponsibilitiesWhat do you have to be able to do to achieve the desired results of your job? Include management and leadership responsibilities for Managers.
Key Performance Indicators% of Time Spent on Each ResponsibilityInbound 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 standards metLogged 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 RequirementsGrade 12
Ideal QualificationsCall Centre Certificate
Experience1-2 years in a customer services role. Computer literacy. Fully bilingual (English and Afrikaans).
IdealHealth Care Industry experience
Training Required
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