Melomed is synonymous with exceptional healthcare services and proud to be a Level 1 BBBEE contributor. This prestigious certification reinforces our unwavering commitment to transformation, empowerment, and inclusivity within the South African healthcare landscape.
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Supervise the functionality and performance of the 24-hour WhatsApp bot, ensuring it operates smoothly and effectively during designated shift hours.
Address and resolve patient queries and issues that the bot cannot handle and escalate enquiries and complaints to relevant departments as needed.
Review patient interactions with the bot to identify issues or areas for improvement and provide feedback to the Client Service Officer who will advise the development team.
Prepare daily reports summarising patient interactions, common issues, and escalations during the shift.
Perform routine checks to ensure the WhatsApp bot is updated and functioning correctly, reporting any technical issues to IT support.
Maintain professional and clear communication with patients and colleagues to ensure a high level of customer / patient satisfaction.
Stay updated on new features and functionalities of the WhatsApp bot and participate in training sessions as required.
Requirements
Grade 12
Relevant Tertiary Qualification will be advantageous
Minimum of 2 years' experience in a client services role, preferably in a 24/7 support environment
Previous experience working in a hospital environment will be advantageous
Familiarity with WhatsApp Business API and basic troubleshooting techniques
Experience with CRM systems is advantageous
Excellent verbal and written communication skills with the ability to manage difficult situations calmly and effectively
Strong analytical skills with the ability to quickly identify and resolve issues
Keen attention to detail to ensure accuracy in reporting and communication
Availability to work evening/morning shifts, including weekends and public holidays
A strong commitment to providing exceptional service to patients/stakeholders
Ability to work effectively in a fast-paced environment and adapt to changing client needs
Works well independently and as part of a team to ensure continuous support coverage
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