Key responsibilities:

• Receive and route calls to the appropriate desks and officers as needed to ensure efficient communication.
• Document all customer interactions, complaints, and resolutions in the Customer Relationship Management (CRM) system.
• Respond to client inquiries about the status and progress of their inquiries, quotations, and complaints to keep them informed and satisfied
• Collaborate with sections such as procurement, inventory control, quotations, warehousing and logistics and quality assurance to receive feedback on the client inquiries.

Job requirements:

• Diploma in Customer Service or Sales and Marketing, or related field
• Minimum one year of experience in a pharmaceutical supply chain Call Centre
• Technical competencies; excellent communication and interpersonal skills; Proficiency in Customer Relationship Management System (CRM); E-Commerce, communication; knowledge of Microsoft packages, knowledge of pharmaceutical products and supplies
• Behavioural attributes: Positive and professional attitude; high level of integrity; problem-solving skills; confidential and self driven

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The position will report to the Client Relations Supervisor and will be responsible for efficiently handling customer complaints, thus enhancing satisfaction

Key responsibilities:

• Receive, acknowledge, and document client concerns in the system to facilitate accurate tracking and resolution
• Respond to client inquiries about the status and progress of their complaints to keep them informed and satisfied
• Collaborate with sections such as Inventory Control and Quality Assurance to resolve complaints, assigning issues based on severity
• Direct clients to appropriate service points to enhance their satisfaction and address their needs effectively
• Sign return notes promptly to facilitate the crediting process for returns
• Share feedback with clients upon complaint resolution, including providing credit notes if applicable
• Document each complaint in detail, including logging, tracking the resolution process, and compiling reports for management review

Job requirements:

• Diploma in Pharmacy or Nursing or Clinical Medicine or Medical Laboratory or Public Health, or any health-related field.
• At least one year of experience relevant experience
• Technical competencies; Proficiency in any ERP system; knowledge of Microsoft packages; knowledge of pharmaceutical and medical supplies; communication, problem solving and analytical skills
• Behavioural attributes: high level of integrity, interpersonal relations, self-driven and keen to details

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