Customer Service Agent

SUMMARY:

PURPOSE

The role is responsible for customer service agent is to ensure all deliveries are follows-up on timeously as per Customer SLA, that all reports are submitted timeously with the relevant remarks/feedback in order to keep the Customer well informed/updated at all times. Ensure functions are performed effectively an...

POSITION INFO:

PURPOSE

The role is responsible for customer service agent is to ensure all deliveries are follows-up on timeously as per Customer SLA, that all reports are submitted timeously with the relevant remarks/feedback in order to keep the Customer well informed/updated at all times. Ensure functions are performed effectively and efficiently. Always attend to Customer’s needs / queries promptly, and in a professional manner in order to promote a positive image for the company.

JOB OUTPUTS AND KEY PERFORMANCE INDICATORS

1.    Undelivered Report
Worked on daily, till current date. Follow-up with Branches allocated, to ensure all deliveries are achieved as per SLA. Exceptions to be noted on report, and when necessary, logged on Case Management (refer Query Type guidelines). This report includes all RETURNS- all are to be followed up on the same as outbound deliveries- as per Customer SLA. Daily follow up on POD’s with all branches. The above to be sent to Supervisor to compile daily KPI. 
Note: Towers are to be collected/returned within x5 days- requires very close hands-on monitoring 

2.     Chase List/POD tracker
Received from Agrey- Due date reflects on report. Agent to check all deliveries are achievable by this DUE DATE. Any that RTT is unable to achieve due to area being outlying etc, Agrey and team to be notified by 12H00 on the day. In the event an order is urgent, and in RTT’s network, Customer will authorize a same-day by means of creating a CRM, service to be changed to SOS- Agent to then action accordingly via same-day 

3.    Fridge line report
If delivery cannot be made within 48 hours of delivery, the fridge line is to be returned to IHS branch prior to the expiration of the fridge line. Verbals to be provided to Imperial before COB. Any delivery RTT is unable to achieve due to area being outlying etc., Agrey and team to be notified by 12H00 daily in the event an order is urgent, and Customer requires delivery to be treated as a SOS, a CRM is created.

4.    Time Definite report
If delivery cannot be made on time Imperial HLCC must be informed. Verbals to be provided to Imperial by 11H00. Any delivery RTT unable to achieve due to area being outlying etc., Agrey and team to be notified daily in the event an order is urgent, and Customer requires delivery to be treated as a SOS, a CRM is created.

5.    Queries and phone calls
Attending to all email, WhatsApp and phone call queries and providing timeously and accurate feedback.

6.    Assisting Operations team
Assist Operations Team as and when required.

 

 

JOB - RELATED WORK EXPERIENCE AND SKILLS

Minimum:

• Computer Literate

• 1 – 2 years previous customer service experience
• Active listening skills — giving full attention to what other people are saying, taking time to understand the points being made and asking appropriate questions.
• Problem Solving Ability — identifying problems and reviewing related information to develop and evaluate options and implement solutions.
• Service Orientation — actively looking for ways to help deliver World-Class customer service
• Good telephone manners – Must be able to work with various types of customers
• Experience in the distribution of Healthcare- preferable

QUALIFICATIONS

Minimum:

•  Grade 12

PERSONALITY AND ATTRIBUTES

Minimum:

• Good communication and interpersonal skills
• Good time management / organizational skills
• Flair for problem solving display initiative
• Ability to multitask
• Attention to detail