Contact Centre Agent - Kwa Zulu Natal

SUMMARY:
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POSITION INFO:

To deliver the highest standard of customer excellence and sales support to our customers. Contributing to bottom line sales by increasing service satisfaction and building valuable customer relationships. Whilst working closely with all areas of the business to help maximise all opportunities.

Main Duties and Responsibilities

• To provide quality customer service, including interacting with customers, answering customer enquiries across a variety of platforms, and effectively handling customer complaints and escalations.
• To process all customer orders in accordance to the Sales Order Processing procedure, adhering to policies surrounding prescription of medicine and security of customer data (GDPR).

• Accurately records and logs interactions on CRM against every customer communication.
• To be proactive in maximising all sales by upselling, cross selling, growing account spends, activating inactive or closed accounts, whilst passing on leads & opportunities as and when required across the business
• Achieve sales targets relating to new product initiatives, special offers, product launches and by increasing sales at every opportunity.
• Provide support and work closely with the Company’s Field based Sales Representatives and satellite sales teams.

• Work towards the departmental KPIs surrounding productivity, response times and comply with quality standards set - whilst maintaining the highest level of customer service

• An ambassador for continuous improvement, flexible and able to adapt quickly to changing priorities and needs of the business.
• A strong team working ability and supports with back office administrative tasks where necessary

• To acquire and develop product and system knowledge and, when necessary, to take advantage of any training programs considered beneficial by the Company.

Standard Company Requirements

• To comply with all Health and Safety requirements as outlined by the Health and Safety Policy.
• To participate in all relevant quality programmes and assist as required in quality initiatives.
• To comply with the guidelines of the Medicines and Healthcare Products Regulatory Agency (MHRA) to maintain an awareness and understanding of regulations that apply to the post.
• Where the role includes any task relating to the purchasing, storage or sales of medicines, an understanding of the principles of Good Distribution Practice (GDP) is required.
• At all times the post-holder should act in a way that supports the Company in maintaining its essential licences and certifications.
• To ensure PPE issued by the business is worn in accordance with Health & Safety legislation.
• Training is undertaken as recommended by your Manager.
• Carry out any other reasonable request as requested by your Manager.

Skills Required

• Excellent organisation and multi-tasking skills with an attention to detail
• Advanced analytical and Excel skills
• Excellent time management and prioritising skills
• Excellent Interpersonal communication skills
• A professional and polite manner when dealing with customers and staff
• Proven ability to work independently and as part of a team.
• Experience of working with a CRM system- preferable but not essential

Experience Required

• Proven track record in a similar Sales or Customer Service role. Dental Industry Preferred
• Excellent knowledge of Microsoft computer packages including Word, Excel and Outlook