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