Administrator Customer Care

Medipost • Other • Pretoria, Gauteng, South Africa • $200 - $300 / year • 5h ago

A vacancy exists at Medipost Pharmacy for an Administrator Customer Care, reporting to the Customer Care Supervisor/Manager. This position is based in Gezina, Pretoria. The responsibility of the job is to ensure administration tasks are completed accurately and within agreed timelines. Retrieve calls as requested, maintaining confidentiality at all times. Calls are handled professionally and with strict confidentiality within SOPs and SLAs. Assist with inbound calls during call overflow times and any other ad-hoc duties requested from management.

Administration Tasks

100% SLA and SOP compliance
Accurate data capture and instructions to other departments
Queries appropriately followed up until finalized
Retrieve calls accurately and timeously within agreed timelines
Documents linked accurately and within agreed timelines
Responses to SMSs sent within 1 hour of receipt
Action diaries attended to within SLA
Feedback on Post Call Survey low ratings done as per timelines in SOP
Compliments verified and logged as per agreed timelines

Courtesy Calls

Achievement of agreed standards for calls (e.g., call duration, call volumes, etc.)
Confirmation and update of customer contact information done at every contact
Professional treatment of clients in accordance with company standards
High level of confidentiality maintained and compliance to PoPI Act requirements at all times
Customer satisfaction as measured by customer satisfaction surveys and QA processes
Minimal customer complaints (0%)

Productivity and Availability Standards

Available and productive 8 hours per day between 08h00 and 17h00, excluding reasonable bathroom breaks and 2x 15-minute tea breaks and ½ hour lunch break.