Administrator Contact Centre

Medipost; Pretoria; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Medipost Pharmacy in Gezina, Pretoria, is seeking an Administrator reporting to the Contact Centre Manager. The role focuses on accurate administration and timely completion of tasks, including rapid handling of messages via WhatsApp, SMS, and TawkTo while maintaining confidentiality and strict adherence to SOPs and PoPI requirements.

The ideal candidate has 1–2 years in customer service, is fully bilingual, and proficient in Excel. Training includes SLA and company policies.

Qualifications

• 1–2 years in a customer service role, with computer literacy.
• Fully bilingual.
• Grade 12 completed.
• Healthcare industry experience preferred.
• SLA training and company policies familiarity required.
• Ongoing systems processes training.

Responsibilities

• Ensure administration tasks are completed accurately and within agreed timelines.
• Attend to all messages (WhatsApp, SMS, TawkTo) within agreed timelines.
• Maintain 100% SLA and SOP compliance.
• Accurate data capture and relay instructions to other departments.
• Handle queries and follow up until finalisation.
• Respond to SMSs within 1 hour of receipt.
• Attend to action diaries within SLA.
• Assist with ad-hoc tasks as required.

Skills

Verbal & written comms

Empathy

Accuracy

Data capturing

Interpersonal skills

Time management

Pressure handling

Deadline orientation

Neatness

Initiative

Education

Grade 12

Tools

Microsoft Excel

Job description

A vacancy exists at Medipost Pharmacy for an Administrator, reporting to Contact Centre Manager. This position is based in Gezina, Pretoria. The responsibility of the job is to make sure administration tasks are completed accurately and within agreed timelines. Attend to all messages (WhatsApp, SMS, TawkTo etc.) within agreed timelines.

Administration tasks completed accurately and within agreed timelines.

• 100% SLA and SOP compliance
• Accurate data capture and instructions to other departments
• Queries appropriately followed up until finalised
• Attend to all WhatsApp messages within agreed timelines
• Attend to all TawkTo messages within agreed timelines
• Responses to SMSs sent within 1 hours of receipt
• Action diaries attended to within SLA
• Assistance with ad-hoc tasks as required

Chats handled professionally and with very strict confidentiality within Sop’s and SLA.

• Achievement of agreed standards for chats
• Confirmation and update of customer contact information done accurately
• Professional treatment of clients in accordance with company standards
• High level of confidentiality maintained and compliance to PoPI Act requirements at all times
• Customer satisfaction as measured by customer satisfaction surveys and QA processes
• Minimal customer complaints (0%)

Productivity and availability standards met

Available and productive 8 hours per day between 07h30 and 1h00, (excluding reasonable bathroom breaks and 2x 15 minute tea breaks and ½ hour lunch break)

QUALIFICATIONS

Grade 12

EXPERIENCE

1-2 years in a customer service role. Computer literacy. Fully bilingual

IDEAL

Health care industry experience. Additional African language ability.

TRAINING REQUIRED

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

IDEAL

Microsoft Excel

COMPETENCIES

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

Specific Requirements/Other important information

Ad hoc after-hours availability for compulsory training or other company requirements

“Medipost Holdings is committed to the promotion of employment equity within the workplace which is a driving factor in all recruitment decisions” Medipost further encourages and welcomes applications from persons with disabilities in creating a diverse and equitable workplace”