Customer Service Advisor (CDM) at 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

Education:

• 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