Clicks: Contact Centre Consultant - Entry level Job

We are looking to recruit a permanent Contact Centre Consultant to work for United Pharmaceutical Distributors (UPD). The role will be based at the Roodepoort, Lea Glen branch and will report to the Distribution Contact Centre Supervisor.

Responsibilities:

• Answer telephonic calls timeously decreasing holding time (Achieve overall SLA of 80% within 20 seconds.
• Confirm customer details according to UPD SOPs when logging calls on UPD Online and CRM.
• Ensure all queries are legitimate to avoid unnecessary time wastage relating to investigations.
• Ensure SOP is followed with regards to scheduled medicine queries.
• Advise customers of legal requirements and SOP relating to HFD and Fridge items.
• Accuracy and timeousness in capturing queries on the UPD Online and CRM. (Queries received via e-mail must be logged within 24 hours; telephonic queries to be processed immediately).
• Back orders requests must be completed by COB the same day if received before 14h00; Back orders requests must be completed within 24 hours if received after 14h00.
• Ensure queries are captured on UPD Online and CRM are in line with client specific SOP; Pay attention to client deviation.
• Updates on the CRM are to be captured within 2 hours after receiving updates from the business/client to ensure real time communication and tracking.
• Ensure clear understanding of customer query to maintain accuracy; reduce errors in capturing/assignment of CRMs and report any suspicious activity to the Distribution Call Centre Supervisor as required in terms of UPD SOPs.
• Forced not ready time (no more than 5 will be allowed per day.
• Average conversation time (should not exceed an average 2.5 minutes).
• Quality management ratings should be 80% and above for telephone and work log (UPD online and e-mails)

Requirements:

• Grade 12/University entrance/Matric or equivalent

Experience:

• Sound understanding of contact centre operating principles.
• Customer service experience.
• Pharmaceutical exposure(Advantage)

Skills and Competencies:

• Sound understanding of contact centre operating procedures.
• Customer service experience.
• Call Management Systems.
• Understanding of warehouse operating procedures.
• Excellent communication skills.
• Very good Computer skills (Excel)
• Prepared to work flexible hours.
• Customer focused.