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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. Overall Objective: · To develop customer relations as well as maintain high levels of customer service. · Drive efficiencies · To monitor inefficiencies and agent performance. Key Performance Areas: • To receive calls, mails, faxes and attend to customer queries. • Answering of customer calls and e-mails in line with GDP and UPD SOPs Policy. • Agent performance, time keeping and quality assurance. Quality Outputs of the Job: • Duties : To receive calls, mails, faxes and attend to customer queries. • 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. • Duties: Answering of customer calls and e-mails in line with GDP and UPD SOPs Policy. • 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. • Duties: Agent performance, time keeping and quality assurance. • 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) • Ready time (the agent is required to be logged onto BCT for 6.5 to 7 hours per day) to ensure queries are adhered to timeously; the same is applicable to e-mail. • Log on time (agent is required to be at work 15 minutes before the start of their shift) so that the agent is prepared and has all IT systems open in order to receive and begin attending to customer queries during their shift times. Skills: Microsoft Office, PDF, Outlook (End User Computing) Knowledge: • Microsoft Office suite (Word, Excel, PowerPoint) • Pharmacy processes and legislation. • Service excellence and customer principles. • Structure and content of the English language. Personal 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. Minimum Education and Qualification: Standard 10/Grade 12/University entrance/Matric or equivalent Experience: • Sound understanding of contact centre operating principles. • Customer service experience. • Pharmaceutical exposure(Advantage) N.B: We endeavor to provide feedback to all candidates whenever possible, however, if you don't hear from us within 14 days from the closing date, please consider your application unsuccessful Apply Now

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