Customer Care Agent at Imperial Logistics

Job Function:
The aim of this position is to be able to deal with customer queries efficiently and professionally.

Key Performance Areas:

• To ensure that all telephonic order cancellation requests are investigated before acceptance to ensure that the stock was purchased for the customer
• To ensure that all customer requests related to stock returns are investigated
• To ensure that queries are logged and resolved within 24 hours where possible with the customer informed of the outcome.
• To ensure that the stock counts are done within 24 hours.
• Shortage, over supply or wrongly supplied stock is reported.
• To ensure that when damages are reported by customers, that a courier claim form is completed immediately.
• With reference to delivery queries, to investigate the reason for the delay and to refer the matter to the relevant warehouse supervisor for corrective action, whether disciplinary or route planning, or follow-up with courier company for courier orders.
• Other duties as assigned by line manager

Qualifications Required
A minimum of grade 12 (matric) or NQ4 equivalent

Skills and Experience Required

• At least two years’ experience as a Customer Care Consultant preferably in a medical/pharmaceutical industry or Call Centre experience
• Strong communication skills
• Experience in Hospital Division
• Polite and professional telephone etiquette
• Strong interpersonal skills
• Numeric and arithmetic accuracy
• Detail orientation 
• Customer orientation
• Computer literacy