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Company: Lancet Laboratories
Location: South Africa
Job Description
An opportunity has presented itself to appoint a suitably qualified candidate into the position of Contact Centre Agent: Client Services. This is a Permanent position based at KZN – Client Services.
Job Summary
Handles inbound and outbound calls from clients giving out relevant information and providing excellent customer service to clients.
Minimum Criteria Required
- Grade 12 or relevant NQF level 4 qualification
- 0-1 Yrs Relevant Working Experience
Job Knowledge
- Entry Level Position
Key Performance Area
- Answer phones professionally
- Respond to customer inquiries to ensure that customers receive correct and adequate information.
- Research required information using available resources to ensure that adequate information is available for decision making purposes.
- Handle and resolve customer complaints where necessary to ensure customer satisfaction.
- Provide customers with product and service information (Accounts and Results)
- Identify and escalate priority issues/ queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and customer retention.
- Logs all incoming calls to ensure that customers are assisted promptly by relevant parties.
- Follow up customer calls or queries where necessary to increase customer satisfaction.
- Complete call logs by logging details of all calls made or received to ensure that a history of all calls and customer information is kept.
- Responsible for completing administrative functions to ensure proper record keeping and retrieval of documents when required.
- Comply with statistical requirements.
- Comply with quality standards.
- Maintaining confidentiality of patient’s personal data and other information to protect privacy of patients and integrity of the organisation.
- Meet Organizations Customer Service Objectives.
- Responsible for the placement of Doctors Orders on the D365 System in order to facilitate the delivery of stock to doctors within the company mandated time.
Competencies
- Ability to work in a pressured environment
- Accuracy
- Attention To Detail
- Communication
- Customer Orientation
- Results driven
- Telephone etiquette
- Numeracy Skills
Compensation is commensurate with qualification and experience level.
