Candidate will be responsible for delivering a high standard of customer service and meeting customer needs. Identify areas for business optimisation including, but not limited to ineffective merging processes, investigating and reporting on reasons for urgent/ expedited deliveries that attract additional costs, doctors group consolidation, address validation, and reducing the number of incorrect routing of parcels by updating and maintaining the Master Postal code list. Participate in ad-hoc projects which may be necessary for the Group at large. Adherence to the company’s Standard Operating Procedures (SOPs) and Good Pharmacy Practice (GPP).
Description
Work Output
- Identify areas for business optimisation including, but not limited to ineffective merging processes, investigating and reporting on reasons for urgent/ expedited deliveries that attract additional costs, doctors group consolidation, address validation, and reducing the number of incorrect routing of parcels by updating and maintaining the Master Postal code list.
- Minimise the number of parcels delivered to a patient’s address by applying effective merging procedures.
- Reduce the monthly amount spent on drive-aways by identifying areas for improvement and reporting back to business.
- Optimise Dr’s group consolidation by ensuring that Dr’s Group addresses are captured correctly and identifying, correcting, and reporting on instances where users removed Dr’s group numbers.
- Reduce the number of parcels returned by identifying and reporting on parcels where a return could have been avoided.
- Ability to prioritize work to achieve the required daily outcomes.
- Accurately log errors to ensure accurate reporting to business.
- Ensure outputs are within the company’s Standard Operating Procedures (SOPs) and Good Pharmacy Practice (GPP).
- Adherence to good housekeeping practices.
Customer Service
- Deliver a high standard of customer service and meet customer needs.
- Good collaboration with colleagues and management.
- Adaptability and problem-solving capabilities.
- Ability to identify and escalate problems through relevant channels.
- Maintain good relationships with all departments.
- Willingness to work overtime.
- Self-initiative and willingness to constantly exceed expectations.
- Self-motivated.
Productivity and Availability Standards
Productive and available 9 hours per day (excluding reasonable bathroom breaks and 2x 15 minute tea breaks and ½ hour lunch break).
QUALIFICATIONS
Grade 12.
EXPERIENCE
Min 2 years as QPBA.
TRAINING REQUIRED
COMPETENCIES
- Verbal and written communication skills.
- Empathy.
- Accuracy.
- Data capturing skills.
- Interpersonal skills and relationship building skills.
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