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 Requirements
- Good Time Management: Outcome driven and deadline orientated
- Ability to prioritize work to achieve the required daily outcomes
- Processes in the customer care management department are conducted according to written SOPs and comply with GWDP
- Ensure Compliance to appropriate Policies, SOP’s and Legislation (e.g. PoPIA) at all times
- Customer and client databases are maintained and 100% accurate
- All customer orders are processed under the right customer account
- Customer queries and complaints are attended to immediately and followed up for resolution within 24 hours
- All customer queries and complaints are recorded
- Customers are contacted on a regular basis to ascertain their stock and service needs and requirements
- Meeting and exceeding customer expectations
- Feedback to customer orders via email to be performed daily
- Back orders followed up daily
- Problem Solving and follow up of queries
Customer Service
- To deliver a high standard of customer service and to meet customer needs
- Customer Satisfaction with Zero Service Failures
- Good Collaboration with Colleagues and Management
- Adaptability and problem-solving capabilities
- Ability to identify and escalate problems through relevant channels
- Maintain good relationships with the Group at large
- Willingness to work overtime
- Self-initiative and willingness to constantly exceed expectations
- Self-motivated
- Professional treatment of clients in accordance with company standards
- High level of confidentiality maintained in accordance with PoPIA principles
- Calls answered within 2 rings
Operational Management
- Maintain good housekeeping standards
- Always ensure compliance to company policies and procedures
- Compliance to GWDP
QUALIFICATIONS
Grade 12
EXPERIENCE
2 – 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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