Call Centre Agent (Temporary) (JHB North) at Aspen Pharma Group

OBJECTIVE OF ROLE 

• Call a Pharmacy, Dispensing Doctors, Clinic database to communicate our products in the OTC portfolio. 

KEY RESPONSIBILITIES

• Calling on customers (Pharmacies, Dispensing Doctors and Clinics)
• Timeous communication of back in stock products to realize a sale.
• Communicate new launches, campaigns and any communication regarding brands.
• Maintain a call schedule on pharmacies.
• Maintaining a database (customer list) of Pharmacies and Clinics.
• Monthly reports for sales order taken by customers/brand/SKUs.
• Record all feedback on customers and feedback to relevant person.
• Retain customers by providing world-class service.
• Responsible for the correct use of Repwise call logging system to allow for report generation that will enable management to make proactive decisions for improved service. 

CUSTOMER SERVICE 

• Deliver customer service excellence across all customer queries regarding OTC Brands.
• Take full responsibility for providing feedback and closing all calls received
• Handling of all query-types across all call center contact points; to sales of brands and ensure routed to the correct person.
• Use customer service knowledge to handle difficult customers and make sure that each customer’s problem is solved or propose solutions where applicable. 
• Demonstrate good knowledge of Aspen-specific services and products with the ability to discourse clearly and easily on all products
• Answer all calls using professional telephone etiquette.
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Sourcing information to close all calls.
• Escalate calls to the applicable person, or to Supervisor where necessary.
• Communicate and distribute relevant feedback.
• Build, establish and maintain open lines of communication with OTC Marketing, other areas of the company to facilitate problem solving.
• Handling all customer orders for products within SLA.
• Picking up all voicemail messages, logging calls and returning the customer query within SLA.

Requirements
EDUCATIONAL REQUIREMENTS 

• Matric / Grade 12
• Project/Business Management or Finance Diploma or Degree
• Computer literate (Microsoft Excel and Word). 

KNOWLEDGE & EXPERIENCE REQUIREMENTS 

• 2 - 3 year exposure to in outbound call center
• Administrative processes
• Distribution processes
• Product and company knowledge 

SOFT SKILLS REQUIREMENTS 

• Selling and placing of orders
• Strong communication and administrative skills.
• Ability to multi-task in a dynamic environment.
• Computer literate.
• Detail and solutions orientated.
• Customer focussed
• Interpersonal sensitivity / Interpersonal awareness
• Patience
• Logical thinking