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 Responsibilities
What 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 Responsibility
- Inbound and outbound calls handled professionally within SLA’s and company SOP’s
- Customer satisfaction as measured by customer satisfaction surveys and QA processes
- Minimal customer complaints (0%)
- 90% of first-time queries resolved
- 100% SLA and SOP compliance
- Achievement 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 departments
- Queries appropriately followed up until finalized
- Confirmation and update of customer contact information done at every contact
- Professional treatment of clients in accordance with company standards
- Productivity and availability standards met
- Logged 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 08h00
Minimum Requirements
Grade 12
Ideal Qualifications
Call Centre Certificate
Experience
1-2 years in a customer services role. Computer literacy. Fully bilingual (English and Afrikaans).
Ideal
Health Care Industry experience
Training Required
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