Inbound Agent

Medipost; Pretoria; Vor Ort; ZAR 112.000 - 167.000; Vollzeit

Zusammenfassung

Medipost Holdings is seeking an Inbound Agent based in Gezina, Pretoria. The role involves taking inbound and outbound calls and providing accurate, empathetic assistance to clients within company guidelines.

Requirements include Grade 12, English and Afrikaans fluency, and 1–2 years in customer service. Training occurs Tuesdays and Thursdays 07:30–08:00; you will contribute to service levels and data accuracy.

Qualifikationen

• Grade 12 and fluency in English and Afrikaans.
• Call Centre Certificate or related qualifications.
• 1–2 years in a customer service role.

Aufgaben

• Handle inbound and outbound calls professionally within SLA and SOPs.
• Ensure high customer satisfaction and accurate data capture.
• Resolve first contact queries and follow up until final resolution.
• Keep customer contact info updated at every interaction.
• Attend training on Tuesdays and Thursdays at 07:30–08:00.
• Work 8 hours per day between 08:00 and 17:00 with breaks.
• Maintain professionalism and accuracy in all communications.

Kenntnisse

Interpersonal skills

able to handle pressure

deadline orientated

Good Communication Skills

accuracy

neatness

initiative

Ausbildung

Grade 12

Call Centre Certificate

Other customer care related qualifications

Jobbeschreibung

A vacancy exists at Medipost Pharmacy for Inbound Agent, reporting to the Inbound Manager. This position is based in Gezina, Pretoria. The responsibility of the job is to take Inbound/ Outbound calls and assist with handling queries professionally and empathetically. Provide accurate information to the clients.

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Inbound and outbound calls handled professionally within SLA’s and company SOP’s

• Customer satisfaction as measured by customer satisfaction surveys and QA processes
• Minimal customer complaints (0%)
• 90% of first time queries resolved
• 100% SLA and SOP compliance
• Achievement of agreed standards for inbound calls (e.g. waiting time, abandoned calls, forced log-outs, call volumes, etc)
• Achievement of agreed standards for outbound calls (e.g. talk time, forced log-outs, call volumes, etc)
• Accurate data capture and instructions to other departments
• Queries appropriately followed up until finalised
• Confirmation and update of customer contact information done at every contact
• Professional treatment of clients in accordance with company standards

2. Productivity and availability standards met

• Logged in 8 hours per day between 08h00 and 17h00, (excluding reasonable bathroom breaks and 2x 15 minute tea breaks and ½ hour lunch break)
• Compulsory attendance at Tuesday and Thursday training between 07h30 and 08h00

Grade 12

Fluent with English and Afrikaans languages

IDEAL

QUALIFICATIONS

Call Centre Certificate and other customer care related qualifications

EXPERIENCE

1-2 years in a customer services role.

TRAINING REQUIRED

COMPETENCIES

• Interpersonal skills
• able to handle pressure
• deadline orientated
• Good Communication Skills
• accuracy
• neatness
• initiative

“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”

Closing Statement:

“We are committed to building a team that represents a variety of backgrounds, prospectives and skills, the more inclusive we are the better our work will be. Should you however not hear from us within a period of 2 weeks, you can consider your application unsuccessful”