Job Description

A leading pharmaceutical company has a vacancy for a Senior Customer Services Agent.

Job Purpose:

• To accurately process and manage orders, and serve as support to internal and external customers, investigating & solving customer issues/queries, ensuring output achieved, including: managing all order entry processes, performing customer services, building and maintaining good relationships with customers and the Team, ensuring regular feedback to customers.
• To be an advocate for customers, showing ethical behaviour in actioning Mission, Values, Vision, Procedures and SOPxe2x80x99s.
• To be willing and able to give a superior Customer Service Experience to our Customers, and ensure to go the Extra Mile in each and every Customer Contact.
• To be willing and able to carry out additional duties over and above the normal required Customer Services Agent duties, which requires a higher level of responsibility than that of a Customer Services Agent, and to become involved in projects.
• This position is not for anyone who envision just capturing orders.

Key Responsibilities:

• Processing orders with relevant dates and requirements
• Timeously attend to orders & queries to resolution
• Ensuring all steps needed for Distribution to execute the deliveries are completed
• Maintaining Order Entries (Order Book)
• Raising and Maintaining RMAxe2x80x99s (Credits)
• Maintaining Backorders with Proactive communication to customers
• To provide timely, tenacious and empathetic support and assistance to new and existing customers to ensure they find the right product and/or service
• Functioning as part of the Team, and/or Independently
• Maintain Excellent relationship with customers, internal and external
• Managing pressure and controlling emotions
• Patience & active listening to ensure customer experiences relevant issues addressed
• Nurturing Strong knowledge of company products and trends and processes
• Adapt conversational patterns to customersxe2x80x99 needs
• Keep composure with very difficult customers, handling unhappy customers professionally

Requirements:

• Minimum of 10 to 15 years Customer Services or Related Work

Experience Required:

• Extensive Order Management System Experience Required: including capturing orders, assisting with orders, stock, product and delivery queries
• Medical Industry Experience required
• Tertiary qualification advantageous
• Fully Computer Literate, with MS Office (highly proficient in Excel; Proficient in Word and Power Point)
• CRM Experience advantageous
• Experience in Capturing orders, Dealing with Customer Stock and Delivery Queries, dealing with Patient
• Queries Oracle 12 experience advantageous

Competencies:

• Already very experienced in Pharmaceutical Customer Services (no newcomers)
• Extremely high level of accuracy and commitment to go the extra mile
• Works very well under pressure
• Function as part of a cross-functional team with other departments
• Positive and Can-do attitude in carrying out duties
• Excellent Business, e-mail and phone etiquette
• Excellent Verbal and written communication skills
• Pro-active Planning skills
• Excellent record keeping
• Solution driven
• Ability to handle difficult customers
• Attention to detail
• Ability to multi-task
• Quality Orientated
• Excellent Interpersonal skills
• Organizational awareness
• Work Independently and under pressure
• Team player
• Action-orientated

Candidates that meet the criteria may submit their applications via this portal or via vacancy link on www.mnarecruitment.com
Should you receive no feedback within 7 days, please accept your application as unsuccessful.

MNA Recruitment