Account Executive

Clinigen Group

South Africa

On-site

ZAR 180,000 - 300,000

Full time

7 days ago

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Benefits offered by this job

Company Contribution towards Medical

AlexForbes Pension Fund

Group Life

Representative Sales Incentive Schemes

Job summary

Clinigen Group seeks an Account Executive in Pretoria to handle customer inquiries, process orders, and provide expert support across hospitals, physicians and pharmacists. You will maintain strong relationships, work with internal teams, and ensure accuracy and compliance in all interactions.

The role requires self-management, excellent communication, and proficiency with standard office tools, with a focus on delivering world-class service to global customers within the Clinical Services

Qualifications

GCSE or equivalent regional qualification required.
Demonstrated experience in a customer service environment.
Excellent communication skills with a customer-centric focus.
Ability to multitask with strong organisational skills.
Proficiency in Microsoft Office; Oracle systems experience is advantageous.

Responsibilities

Respond to inbound calls, emails and faxes within SLA.
Make outbound calls to support strategic projects or business needs.
De-escalate calls and escalate to senior team members when needed.
Promote Clinigen Direct and assist customers to process orders online.

Skills

Excellent communication,

Multitasking

Organisational skills

Attention to detail

Confidentiality & integrity

Time management

Forward thinking & proactive

Own transport

Microsoft Office

Oracle system

Education

GCSE or equivalent regional qualification

Tools

Microsoft Office

Oracle system

Job description

Primary point of direct contact for communication with Clinigen's customers i.e. hospitals, physicians and pharmacists. Responsibility for servicing customer needs and providing information and support for the range of Clinigen and client products to assigned customer accounts. Ensure all enquiries and orders are processed accurately following set systems and processes. To be a customer facing representation of an industry leading company with a passion to provide industry leading service.

Requirements

Key Responsibilities:

Self-Managed with ability to self-check work whilst handling a range of customer contact within a customer service environment, using knowledge and skills gained through training to provide our customers with an outstanding level of service in an efficient and effective manner. Customer contact is referencing, but not exclusive to, in and outbound telephone calls, emails, faxes and any digital platform related activity required to support our customers. An Account Executive will be trained on a range of systems related to support our service offering and will be required to showcase a professional and polished service whilst utilising these systems. A flexible approach is required as services may be subject to change. Expectation to deliver world class support and guidance to a range of global customers within the Customer Service department through:

1. Order and enquiry handling

Within set SLA's, and referencing the relevant internal reference instructions, process customer orders
and enquiries accurately, efficiently in full through to completion to deliver the right drug, to the right
patient, at the right time.
Adhere to set regulatory, legislative, and compliance-based SOP's whilst handling customer data and in
accordance with Clinigen processes.
Process quotations and product sourcing enquiries in line with training and reference documents for
respective regions.
Keep up to date with Standard Operating Procedures to ensure order and enquiry handling compliance.
Log any compliance-based enquiries in the Quality system as per SOP (excursion of stock, complaints,
non-conformances etc.)
Develop relationships with our customers to deal with enquiries first time and in full, where possible. Soft
skill communication is clear and apparent at all times.

2. Training and Process

Complete an 'onboarding' training program specific to your Customer Services role and upon further
experience, assist to deliver this training to new starters.
Ensure familiarisation and confidence in using all systems and processes within the Customer Services
department in line with our departmental training hub and reference documents.
Input in improving customer experience by communicating any process constraints or improvement
activity ideas.
Expectation to attend all compliance-based refresher training programs set by the Training Manager.
Provide constructive feedback to Clinigen using the Peakon system to showcase our expertise and to
help be the voice of our customers.
Comply with all internal practices and SOPs. Customer Service authored SOPs should be well known.
Strive to achieve personal objectives set by line manager and relevant departmental KPIs and attend
regular check ins with your line manager to record these in the company appraisal portal.
Develop and maintain an understanding of all relevant Clinigen and client products to support our
customer needs.
Familiarise yourself with internal colleagues' processes to ensure a collaborative nature in our exchanges.

3. Customer Relationship & Support

Respond to inbound calls, emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for the customer does not fall outside of SLA.
Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer's needs.
Make outbound calls to our customers to support strategic projects or for a business requirement.
Ability to de-escalate calls and emails in an effective manner and know when to elevate to senior team members for resolution support.
Build long-term and ongoing external customer relationships through effective communication and interpersonal skills to ensure repeat business opportunity.
Collaborate with internal Clinigen Teams to ensure the customers account is compliant and created according to their needs i.e., online access.
Develop and maintain effective long-term working relationships with all internal customers and support functions within the business to aid customer management.
Ability to communicate and engage with a high level of professionalism and flexibility to adapt to our
customers demands as per language and cultural requirement.
Support the customer needs in line with departmental KPIs.
When appropriate, promote Clinigen Direct and encourage customers to process their own ordersthrough the digital platform.
Ensure that complaints and non-conformances are captured in line with our SOPs and corrective actions are implemented promptly to ensure customer relationship is maintained. Awareness to elevate when required.
Work in a flexible manner to assist and support other areas of the Customer Service department and customers as and when necessary.

Additional Duties

The list of duties is not intended to be exhaustive but gives a general indication of the tasks involved. It is the nature of the company that tasks and responsibilities are, in many circumstances, unpredictable and varied. All employees are, therefore, expected to work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job description are not excluded.

Skills Requirement for the role

Fluent Language ability (both written and verbal) for assigned region(s). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
Educated to a minimum of GCSE and or equivalent regional qualification
Demonstrable experience of working in a Customer service environment
Excellent communication skills with a customer centric focus
Ability to multitask with ensuring great organisational skills
Adaptable and dynamic approach to ensure the role mimics developing industry trends and technological developments
Good working knowledge of all Microsoft Office packages. Oracle system and digital experience a distinct advantage
Own transport

BEHAVIOURAL QUALITIES REQUIRED