Challenging Demands of the Job
The typical demands of this job, that are outside of the direct control of the post holder, are the following:
- Ability to deal with angry or dissatisfied clients
- Ability to work under pressure-Serving multiple clients / and remain focused on the task at hand
- Ability to maintain confidentiality and behave in an ethical manner
- Ability to handle cases where solutions might not be immediate
Decisions and Judgments
The post holder works within a highly regulated environment which is characterised by clear work instructions and standard operating procedures.
Qualifications
- Bachelor of Science Degree
- Experience working in a healthcare industry
- Has at least 2-3 years Customer Experience
- Minimum 1-2 years supervisory experience or demonstrated leadership abilities
- Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods
- Preferably skilled in communication, problem solving, organizational and team dynamics
- A master’s degree in business administration would be a plus
Summary of Key Responsibilities
- Supervise day-to-day operation of team according to policy/procedure, ensure high quality customer service and compliance obligations
- Uses call center software to monitor function of phone, email, text, and chat capability
- Empower and coach His/Her team through knowledge, confidence, trust, and motivation so they are always ready to support customers in the best way possible
- Build a committed team with a strong culture based on customer focus, high performance, and pride in their work
- Be active in the recruitment process of new co-workers
- Liaise with staff to respond to client queries.
- Foster healthy relationships with key clients.
- Compiling internal and external customers’ complaints and compliments/ doctors’ and customers survey reports for the organizations’ corrective action and for audit purposes.
- May be required to supervise and train admin interns, new employees/students and provide them with guidance and administrative support.
- Gather and proactively share Best Practices to help improve performance of each of their team members and overall call center call quality
- Identify and escalate priority issues to the relevant cross-departments
Ability and/or Skills
- Excellent written and verbal communication skills
- Active listening
- Client-focus
- Added advantage if experienced with CRM software and KPI’s
- Prioritization and on-time execution of tasks
- Troubleshooting and Keyboarding skills
- Problem-solving and solution orientation
- Strong interpersonal skills (people, social, emotional intelligence)
- Proactivity-thinking outside the box
- Team player who can self-motivate
- Performs well under pressure; thrives in fast-paced environment
- Growth mindset
Method of Application
Apply by sending your updated cv and copies of academic documents to [email protected]
Applications should reach us by 5.00pm on the closing date indicated on top of the advert.
Posted: Feb 1, 2023
Deadline: Feb 7, 2023
