Customer Service Advisor (CDM)

Clicks Group; Roodepoort; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading retail company is seeking a Customer Service Advisor for its Call Centre in Roodepoort. This position involves resolving customer escalations and monitoring service levels to maintain quality. Candidates must have Grade 12 and preferably some pharmacy experience. Excellent communication and computer skills are essential. Join a dynamic team offering a supportive work environment.

Qualifications

• 1 Year Pharmacy experience (Advantage)
• Customer service experience.

Responsibilities

• Resolve escalated queries/complaints within 24 hours.
• Monitor relevant email inboxes and adhere to turnaround times.
• Assist with outbound projects to ensure customer retention.
• Monitor Call Centre performance and quality assurance.
• Handle queries and administer new prescriptions.
• Liaise with other departments for customer request resolution.

Skills

Excellent communication skills

Very good Computer skills (Excel)

Education

Grade 12

Job description

About Our Company

Clicks Group

Introduction

We are looking to recruit a Customer Service Advisor to work within our Call Centre. The role will be based in Roodepoort and will report to the Service Centre Supervisor.

Job Description

Job Purpose

To resolve, monitor and report on all escalations from internal and external customers and assist with the supervision and monitoring of the call centre to ensure service levels are maintained.

Job Objectives

• To assist Call Centre Consultants with escalated queries/complaints in order to get resolved within 24 hours
• To monitor the relevant email inboxes and adhere to required turnaround times and SLA’s on responses and resolution
• To assist with outbound projects when required by communicating with the patients to ensure customer retention
• Customer Advisor performance, time keeping and quality assurance.
• Calls handled professionally and with very strict confidentiality within SOP and SLA.
• Problem solving and follow up of queries
• Administration of new prescriptions
• Handling of queries /complaints and escalations
• Profile management
• Liaison with all other departments to ensure resolution of customer requests
• Weekly reporting on complaints and trends
• Ad hoc requirements as per operational requirements

Minimum requirements

• Grade 12

Experience

• 1 Year Pharmacy experience (Advantage)
• Customer service experience.

Knowledge

• Sound understanding of contact centre operating principles.
• Sound understanding of Standard Operating Procedures.
• Pharmacy processes and legislation
• Understanding of law and guidelines on medicines

Skills

• Very good Computer skills (Excel)
• Excellent communication skills.

Competencies

• Analysing.
• Deciding and Initiating Action.
• Accurate and Methodical
• Able to pay attention to detail.
• Delivering results and meeting customer expectations.
• Coping with Pressure and Setbacks.
• Following Instructions and Procedures
• Adhering to Principles and Values
• Working with People