Customer Support Agent - Cape Town

Ultra Pharmaceutical and Medical Placements; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading medical equipment supplier in Cape Town is seeking an experienced Customer Service Agent. The role involves processing orders, liaising with customers and Sales Consultants, and requires strong communication skills. Candidates must have at least 2-3 years of customer support experience, preferably in the medical device industry, with hospital familiarity being essential.

Qualifications

• Minimum of 2-3 years experience in Customer Support.
• 1 year experience in Medical Device / Medical Equipment industry preferred.
• Hospital experience is essential.

Responsibilities

• Process orders received through various systems within 24 hours.
• Liaise with customers telephonically and via email.
• Deal with Sales Consultants regarding queries and requests.

Skills

Proficiency in MS Office, specifically Excel

Excellent communication skills

Accuracy

Good telephone skills

Organizational skills

Ability to work under pressure

People skills

Education

Grade 12 (Matric)

Tertiary qualification

Tools

MS Office

Syspro

Job description

Leading medical equipment supplier requires an experienced Customer Service Agent to join their team in Cape Town. Individuals who apply must have customer service / order processing experience within the "medical device / medical equipment industry" and experience liaising with hospitals.

Area of Responsibility

• Processing of orders received through Orderwise, Surgicom and email system within our Service Level Agreement of 24 hours.
• Liaises with customers telephonically and on email.
• Dealing with Sales Consultants regarding queries, requests, sales orders, medical kits etc.
• Releasing backorders, should it be requested.
• Sending invoices of consignment orders received to the customer and the Sales Consultant.
• Replace consignment stock used to customer.
• Action movement of stock when collection/delivery was arranged.
• Allocating stock for orders.
• Preparing pro-forma invoices.
• General administrative duties including regular filing.
• Arranging collections and deliveries by completing the required template and sending it to Logistics to arrange.
• Following up on collections and delivery requests.
• Obtaining the necessary approval for credits to be passed.
• Credits and re invoices to be done on the same day.
• Booking out kits if required.
• Assisting with afterhours emergency call if required.
• Removing consignment items invoiced from QWIX.
• Investigating errors on QWIX transfers done by Sales Consultants.
• Checking stock availability for Sales Consultants.
• Applying transfers on QWIX.
• Generating quotes for Midsouth.
• Invoicing Government orders and invoice according to tender pricing.
• Generating ROE list and submitting ROE’s monthly.
• Removing and Invoicing items from WIP.
• C6 Replenishment weekly.

Qualifications

• Grade 12 (Matric) is a minimum requirement.
• A tertiary qualification would be a definite advantage.

Experience required

• Previous experience in Customer Support of at least 2-3 years is essential.
• Minimum 1 year experience in the Medical Device / Medical Equipment industry is preferred.
• Hospital experience is essential.
• Strong communication skills.

Skills and Competencies

• Proficiency in MS Office, specifically Excel (advanced); MS Word and Outlook is essential.
• Proficiency in Syspro.
• Excellent communication skills (verbal and written) especially in English.
• Excellent organizational skills.
• Good telephone skills.
• Accuracy is essential.
• Team player.
• Ability to work under pressure and meet deadlines.
• People skills.

Professionalism

Energetic, focuses and committed to get the job done to the best of their ability.