Inbound Agent (YES Programme ) 12 Months Contract
Listing reference: medip_000885
Listing status: Under Review
Apply by: 13 February 2024
Position summary
Industry: Pharmaceutical Sector
Job category: Call Centre and Telesales
Location: Pretoria
Contract: Fixed Term Contract
Remuneration: Stipend and Transport Allowance
EE position: Yes
Introduction
A vacancy exist at Medipost Pharmacy for Inbound Agent, reporting to the Inbound Manager. This position is based in Gezina, Pretoria. The responsibility of the job is to take Inbound and Outbound calls and assist customers with all needed queries.
Job description
% OF TIME SPENT ON EACH RESPONSIBILITY
1. Inbound and outbound calls handled professionally within SLA’s and company SOP’s
- Customer satisfaction as measured by customer satisfaction surveys and QA processes
- Minimal customer complaints (0%)
- 90% of first time queries resolved
- 100% SLA and SOP compliance
- Achievement of agreed standards for inbound calls (e.g. waiting time, abandoned calls, forced log-outs, call volumes, etc)
- Achievement of agreed standards for outbound calls (e.g. talk time, forced log-outs, call volumes, etc)
- Accurate data capture and instructions to other departments
- Queries appropriately followed up until finalised
- Confirmation and update of customer contact information done at every contact
- Professional treatment of clients in accordance with company standards
2. Productivity and availability standards met
- Logged in 8 hours per day between 08h00 and 17h00, (excluding reasonable bathroom breaks and 2x 15 minute tea breaks and ½ hour lunch break)
- Compulsory attendance at Tuesday and Thursday training between 07h30 and 08h00
Minimum requirements
Minimum Requirements:
Grade 12
IDEAL
QUALIFICATIONS
Call Centre Certificate
EXPERIENCE
- No Experiance
- Computer Literacy
TRAINING REQUIRED
Ongoing systems, process, soft-skills development (in-house)
COMPETENCIES
- Interpersonal skills
- able to handle pressure
- deadline orientated
- Good Communication Skills
- accuracy
- neatness
- initiative
“Medipost Holdings is committed to the promotion of employment equity within the workplace which is a driving factor in all recruitment decisions” Medipost further encourages and welcomes applications from persons with disabilities in creating a diverse and equitable workplace”
Closing Statement:
“We are committed to building a team that represents a variety of backgrounds, prospectives and skills, the more inclusive we are the better our work will be. Should you however not hear from us within a period of 2 weeks, you can consider your application unsuccessful”