Lancet Laboratories Customer Support Agents - Client Services

About the Company

Lancet Laboratories is a leading South African pathology company providing diagnostic and laboratory testing services to healthcare professionals and patients nationwide. Known for accuracy and reliability, the company supports medical decision-making through advanced technology, skilled professionals, and efficient service delivery.

Job Overview

Lancet Laboratories is offering a Customer Support Agent: Client Services job opportunity for individuals passionate about customer care within the healthcare sector. The role involves handling inbound and outbound calls from clients, giving out relevant information, resolving enquiries, and providing excellent customer service. This position is ideal for candidates with strong communication skills, attention to detail, and the ability to deliver a professional and efficient client experience in a fast-paced environment.

Key Responsibilities

• Answer phones professionally
• Respond to customer enquiries 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.
• 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.
• Log 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.
• Complete administrative functions to ensure proper record keeping and retrieval of data when required.
• Comply with statistical requirements.
• Comply with quality standards.
• Maintain confidentiality of patient’s personal data and other information to protect privacy of patients and integrity of the organisation.
• Meet organisations Customer Service Objectives.

Requirements

• Grade 12 or relevant NQF level 4 qualification
• 0-1 Yrs Relevant Working Experience
• Computer literate

Skills and Competencies

• Ability to work in a pressured environment
• Accuracy
• Attention To Detail
• Communication
• Customer Orientation
• Results driven
• Telephone etiquette
• Numeracy Skills