Administrator Customer Care - Pretoria - Medipost

    Medipost
    Medipost Pretoria

    6 days ago

    Default job background
    Pharmaceutical / Bio-tech
    Description

    A key role exists at Medipost Pharmacy for an Administrator Customer Care, reporting to the Customer Care Supervisor/Manager. This position is based in Gezina, Pretoria. The primary responsibility of the job is to ensure administration tasks are completed accurately and within agreed timelines.

    Key Responsibilities

    • Ensure 100% SLA and SOP compliance.
    • Capture data accurately and instruct other departments accordingly.
    • Follow up on queries until they are finalized.
    • Retrieve calls accurately and timeously within agreed timelines.
    • Link documents accurately and within agreed timelines.
    • Respond to SMSs sent within 1 hour of receipt.
    • Attend to action diaries within SLA.
    • Provide feedback on Post Call Survey low ratings as per timelines in SOP.
    • Verify and log compliments as per agreed timelines.

    Courtesy Calls

    • Achieve agreed standards for calls (e.g., call duration, call volumes, etc.).
    • Update customer contact information at every contact.
    • Treat clients professionally in accordance with company standards.
    • Maintain high levels of confidentiality and comply with PoPI Act requirements at all times.
    • Meet customer satisfaction targets as measured by customer satisfaction surveys and QA processes.
    • Minimize customer complaints (0%).

    Productivity and Availability Standards

    Be available and productive for 8 hours per day between 08:00 and 17:00, excluding reasonable bathroom breaks and 2x 15-minute tea breaks and a ½ hour lunch break.

    Requirements

    Grade 12 certificate.

    Experience

    1-2 years of experience in a customer service role, with computer literacy and bilingual skills required.

    Ideal

    Healthcare industry experience and additional African language ability preferred.

    Training Required

    • SLA training.
    • Company policies and procedures.
    • Ongoing systems process.

    Competencies

    • Verbal and written communication skills.
    • Empathy.
    • Accuracy.
    • Data capturing skills.
    • Interpersonal skills and relationship building skills.
    • Time management.
    • Able to handle pressure.
    • Deadline oriented.
    • Neatness.
    • Initiative.

    Specific Requirements/Other Important Information

    Be available to work ad hoc after-hours for compulsory training or other company requirements.



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