Customer Service Advisor (CDM)

Clicks Group · Roodepoort, Gauteng

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Introduction

We are looking to recruit a Customer Service Advisor to work within our Call Centre. The role will be based in Roodepoort and will report to the Service Centre Supervisor.

Job description

Job Purpose

To resolve, monitor and report on all escalations from internal and external customers and assist with the supervision and monitoring of the call centre to ensure service levels are maintained

To assist Call Centre Consultants with escalated queries/complaints in order to get resolved within 24 hours
To monitor the relevant email inboxes and adhere to required turnaround times and SLA's on responses and resolution
To assist with outbound projects when required by communicating with the patients to ensure customer retention
Customer Advisor performance, time keeping and quality assurance.
Calls handled professionally and with very strict confidentiality within SOP and SLA.
Problem solving and follow up of queries
Administration of new prescriptions
Handling of queries /complaints and escalations
Profile management
Liaison with all other departments to ensure resolution of customer requests
Weekly reporting on complaints and trends
Ad hoc requirements as per operational requirements

Minimum requirements