An exciting career opportunity exists at Medipost Pharmacy for PB Assistant, reporting to the Customer Care Manager. This position is based in Gezina. The purpose of the job is to retrieve calls as requested, maintaining confidentiality at all times. To handle/investigate/resolve all written enquiries/complaints within specified timelines as per SLA requirements and standard operating procedures. Tasks completed accurately, courtesy calls handled professionally and with very strict confidentiality within SOPs and SLA.
Responsibilities
- Handling escalated correspondence in a professional manner with emphasis on customer service
- Complaints attended to, investigated, resolved and feedback provided within agreed timelines
- Accurate and complete handling of all profiles worked on.
- Correspondence handled professionally and with very strict confidentiality within SOPs and SLA and in accordance with PoPIA principles
- Problem solving and follow up of queries
- Achievement of agreed standards for query resolution and final feedback
- Accurate data capture and instructions to other departments
- Attend to Action Diaries, calls, Emails, Webchats, SMSs within agreed turnaround times
- Investigate and provide feedback on Survey Low Ratings within agreed timelines
- Log Service Failures accurately on the agreed template
- Adhere to GPP at all times
Template, Claiming and Authorization of Prescriptions
- Authorise medication and interact with health care professionals where needed
- Claiming of scripts and or any other claiming/capturing related procedure with emphasis on the MML as per Standard Operating Procedures
- Ensure to adhere to GPP and SOPs at all times
Calls Handling
- Achievement of agreed standards for courtesy call timelines
- Professional treatment of clients in accordance with company standards
- High level of confidentiality maintained and in accordance with POPIA principles
- Calls answered within 2 rings
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)
- Willingness to work standby shift as per contract of employment
- Grade 12 with English, and an additional official language with a minimum result of 50%. Mathematics with a minimum result of 50%
- SAPC
Training Required
Medipost App system training, SLA training, company policies and procedures, computer literacy, soft-skills development (in-house), Mitel Ignite System Training, JIRA training, Webchat Training.
Specific Requirements/Other Important Information
Ad hoc after-hours availability for standby shifts, compulsory training or other company requirements.
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