Job Description

Overview:

The Customer Care Advisor is responsible for communicating with our patients either over the phone, live chats/messaging on email and over social media. You work alongside the Responsible Pharmacists/ Clinicians to ensure exceptional clinical care and customer care is consistently delivered and patient safety is never compromised. The Customer Care Advisor will consistently deliver prompt service, have problem-resolution skills and excellent attention to detail.

"Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. Sshortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider."
Qualifications:

Knowledge & ExperienceMinimum of 1-year experience in an online customer service environment Experience handling multi-channel contact support (Email, Chat, Phone) Experience using cloud-based platforms Eg. Zendesk Computer literacy Pharmacy/skincare knowledge or experience is desirable


Core Skills

Strong phone contact handling skills Customer orientation and ability to adapt Excellent communication skills Flexibility with shift times and days Excellent written and verbal communication skills Consistent proactive approach
Responsibilities:

Achieving consistently Key performance goals



Ability to have a performance efficiency on the agreed number of tickets, phones calls and live chats/messaging with high attention to detail Obtain agreed level os customer satisfaction (CSAT) on interactions over email, phones and live chats/messaging Have a high level of adherence with the schedules and rota according to agreed targets


Ability to multitask and navigate through different channels, departments and platformsAssist Customers via emails, phones, live chats/messaging and social media platforms Collaborative work with other departments such as clinical, socials and pharmacy dispensing teams Collecting customer feedback to share with senior agents and team leads Ensure patient requests are handled in a timely manner


Excellent communication skills both written and verbalSupport with new hire training when needed Ability to solve problems and communicate with other team members and management in order to find the root cause of customer issues Ability to work off templates when needed and make suggestions/decisions in line with senior agents and the team lead
* Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.