Locations: Johannesburg, South Africa
Functions: Customer Service
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Requisition ID: 3830190904
Customer Service Agent
To deliver a professional, accurate, effective & efficient customer experience to both internal and external stakeholders via incoming & outgoing calls, emails and faxes. Develop customer relationships with hospitals so that revenue & purchases can be maximized and internal sales targets met.
Receive and answer incoming emails, faxes and phone calls from customers as well as internal affiliates timeously & accurately capture orders onto relevant system; develop customer relationships with hospitals so that revenue & purchases can be maximized and internal sales targets met.
Ensure that all Work Instructions/SOP’s are adhered to & complied with during the process of answering customer contacts and capturing orders.
Ensure that all orders are accurately and timeously captured into AS400 in order to meet both customer expectations and operational cut-off times.
Strive to meet JnJ operational cost containment targets.
Ensure that all quotations are drafted timeously & accurately.
Raise CO’s for any goods to be returned for credit according to work Instruction and relevant authorization levels.
Handle all customer queries timeously & effectively
Monitor, self-manage and take responsibility of department service levels and off the phone activity.
Handle the full admin function relating to queries & order processing & ensure that filing is up to date.
Ensure that all orders placed are legitimate and that all criteria are met, particularly Public Sector orders. If there is any doubt, escalate to Department Manager immediately.
4 years customer Services Administration Experience
Proficient in MS Office
Strong analytical, communication and organizational skills.
Ability to use root cause analysis.
Knowledge of JDE / SAP system preferred.
Good communication and interpersonal skills.
Assertive and ability to influence others
Able to work in a team environment.
Accuracy and Attention to detail
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