Admin & Customer Service Assistant

Potentiam Ltd; Wes-Kaap; Hybrid; ZAR 50 000 - 200 000; Full time

Job summary

A global offshore solutions provider is seeking a customer service representative in Cape Town to deliver exceptional support for patients via phone and email. The role entails managing appointments, liaising with referral companies, and overseeing multiple mailboxes for efficient communication. Ideal candidates must have experience in healthcare or customer service, alongside strong communication and administrative skills. This position operates in a hybrid model with UK rotational shifts, providing a dynamic work environment.

Qualifications

• Experience in a patient/customer service environment is essential.
• Healthcare experience is desirable.
• Experience in administration is beneficial.

Responsibilities

• Provide excellent customer service to patients via calls and emails.
• Manage appointments and reschedule as necessary.
• Liaise with third-party referral companies.
• Manage multiple mailboxes and queries.

Skills

Customer service skills

Good communication skills

Team working skills

Numeracy and literacy

Prioritisation and multi-tasking

Telephone manner

Job description

Potentiam is a rapidly growing global offshore solutions provider, connecting skilled technical professionals with leading UK and European companies. With established offices in South Africa, Romania, and India, and our newest location in Brazil, we continue to expand our global presence to support businesses in scaling effectively and sustainably.

Our mission is to help companies build high-performing offshore teams while ensuring our people have clear career development and growth opportunities. Potentiam manages all aspects of HR, payroll, infrastructure, and staff development, while our clients directly oversee their teams’ day-to-day responsibilities and role-specific training.

With ambitious growth plans to reach over 500 team members globally within the next 3–4 years, Potentiam offers an exciting, fast-paced environment where people, purpose, and performance come together.

Purpose of the role:

The focus of this role is to provide excellent customer service, supporting our patients over the phone with managing their appointments, arranging assessments, rescheduling existing appointments and assisting with any questions.

This role will be responsible for the administration of new patients and supporting the management of multiple mailboxes dealing with both patients directly and referring companies and updating referrer portals with vital information to ensure adherence to service level agreements.

Duties and Responsibilities:

• Strive to offer a best-in-class patient experience to all clients/patients via inbound & outbound calls & emails.
• Answering incoming telephone calls and making outbound calls to patients
• Booking and managing appointments including rescheduling lists at short notice as required
• Uploading referrals and sending discharge forms to appropriate end users
• Liaising with 3rd party referral companies to manage their client's treatment
• Managing multiple mailboxes, replying to emails and voicemails, dealing with various queries and updating referrer systems

Qualifications and Experience:

• Demonstratable experience of working in a patient/customer service environment
• Previous healthcare experience is desirable
• Demonstrable experience of administration

Skills:

• Good standard of numeracy & literacy must be computer literate
• Team working skills
• Good communication skills
• Prioritisation and multi-tasking skills
• Good telephone manner
• Exceptional customer service skills

Qualities:

• Ability to work under pressure
• Focused
• Proactive and self-motivated
• Team Player

Cape Town I Hybrid I UK rotational shifts

Data Privacy Notice

The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies.

For any questions regarding data processing related to HR activities, please contact Chantal Endemann at [e-mail].

All data shared with third parties complies with applicable confidentiality and retention requirements.