Full job descriptionSupervise the functionality and performance of the 24-hour WhatsApp bot, ensuring it operates smoothly and effectively during designated shift hours.Address and resolve patient queries and issues that the bot cannot handle and escalate enquiries and complaints to relevant departments as needed.Review patient interactions with the bot to identify issues or areas for improvement and provide feedback to the Client Service Officer who will advise the development team.Prepare daily reports summarising patient interactions, common issues, and escalations during the shift.Perform routine checks to ensure the WhatsApp bot is updated and functioning correctly, reporting any technical issues to IT support.Maintain professional and clear communication with patients and colleagues to ensure a high level of customer / patient satisfaction.Stay updated on new features and functionalities of the WhatsApp bot and participate in training sessions as required.Grade 12Relevant Tertiary Qualification will be advantageousMinimum of 2 years' experience in a client services role, preferably in a 24/7 support environmentPrevious experience working in a hospital environment will be advantageousFamiliarity with WhatsApp Business API and basic troubleshooting techniquesExperience with CRM systems is advantageousExcellent verbal and written communication skills with the ability to manage difficult situations calmly and effectivelyStrong analytical skills with the ability to quickly identify and resolve issuesKeen attention to detail to ensure accuracy in reporting and communicationAvailability to work evening/morning shifts, including weekends and public holidaysA strong commitment to providing exceptional service to patients/stakeholdersAbility to work effectively in a fast-paced environment and adapt to changing client needsWorks well independently and as part of a team to ensure continuous support coverage